Director of Customer Care - Americas

Location: New Jersey

Region: Americas

Travel: Approx. 30%

Overview

Global technology manufacturer seeking an experienced Customer Care Leader to oversee customer support, field service, technical support, repair operations, and customer experience strategy across the Americas. This role will drive operational excellence, process standardisation, service performance, and customer satisfaction while leading regional teams and owning the service P&L.

Key Responsibilities

• Lead regional customer care, field service, technical support, and repair operations.
• Develop and implement customer‑centric service strategies and standardized processes.
• Establish KPIs focused on customer satisfaction, operational performance, and financial outcomes.
• Manage escalations and high‑priority customer issues.
• Drive continuous improvement initiatives across service delivery functions.
• Partner with Sales, Operations, Product, Quality, and Leadership teams to enhance the customer experience.
• Lead, develop, and mentor a multi‑country customer care organization.

Requirements

• Bachelor's degree in Engineering, Electronics, IT, Mechatronics, or related field.
• 5+ years' leadership experience within customer service, technical support, field service, or after‑sales operations.
• Experience managing teams across multiple countries within a matrix organization.
• Strong commercial acumen with P&L exposure.
• Knowledge of CRM, ERP, and customer support systems.
• Strong leadership, problem‑solving, and stakeholder management skills.
• Willingness to travel regionally.

Ideal Background

• Medical devices
• Healthcare technology
• Industrial equipment
• Electronics
• Capital equipment
• Imaging
• Diagnostics
• Other technical product environments requiring high‑touch customer support and field service operations