Director of Technical and Service Support

Location: Southern Minnesota

Pay

$140,000–$180,000 DOQ

Benefits

• Health Insurance
• Dental
• Vision
• Long-Term Disability (LTD)
• Short-Term Disability (STD)
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• 401K

About the Role

The Director of Technical and Service Support provides strategic leadership for client service departments through their respective leaders. This role drives operational excellence, customer satisfaction, and financial performance by developing service strategies, optimizing resources, establishing key performance indicators, and leading continuous improvement initiatives.

The ideal candidate combines strong leadership skills with a solid understanding of industrial automation systems—including mechanical, electrical, controls, and computer-based technologies—to effectively guide technical teams, support complex customer situations, and contribute to the organization's long-term success.

Responsibilities

Leadership and Department Management

• Lead, coach, and develop the Phone Support Supervisor and Field Services Manager, holding both departments accountable for operational performance, customer service standards, employee development, and achievement of organizational goals.
• Develop and execute the long-term strategy for service operations, aligning departmental initiatives with company objectives, customer needs, and future business growth.
• Establish departmental objectives, priorities, and strategic initiatives that align with organizational goals.
• Promote collaboration between the Phone Support and Field Service departments to ensure seamless customer support.
• Direct departmental budgeting, resource planning, and expense management to ensure cost-effective operations.
• Develop onboarding, employee development, and succession plans to strengthen organizational capability.
• Manage departmental performance through KPIs, customer satisfaction metrics, and operational reporting, using data-driven insights to lead continuous improvement initiatives that enhance efficiency, service quality, and response times.

Service Operations & Customer Experience

• Oversee multi-channel customer support operations, including inbound technical phone support, remote diagnostics, and field service operations, ensuring effective staffing, scheduling, workload balancing, customer responsiveness, and consistent execution of service processes and quality standards.
• Serve as the executive escalation point for complex customer issues while establishing effective escalation processes and ensuring collaboration between Support, Engineering, Sales, and Project Management teams.
• Build and maintain strong customer relationships by providing proactive leadership, overseeing service-related policies and processes, and partnering with Engineering, Sales, Production, and Project Management to deliver an exceptional customer experience throughout the customer lifecycle.
• Oversee service administration, including billing, warranty, repair authorization, product return processes, and related customer service policies.

Technical & Operational Excellence

• Serve as a technical leader by maintaining a strong working knowledge of automation, controls, electrical, networking, and software systems to effectively support technical operations and leadership decision-making.
• Champion the adoption of emerging technologies, including remote diagnostic tools, automation, and service management software to improve operational performance.
• Ensure consistent utilization of ERP, CRM, and other business systems to maintain accurate customer documentation and operational reporting.

Requirements

• Bachelor’s degree in engineering, technology, business, or a related field preferred.
• 5+ years of leadership experience, preferably managing technical service, field service, customer support, or industrial automation teams.
• Open to 20% travel.
• 5+ years of experience with industrial equipment, including pumps, liquid and dry product transfer equipment, electrical panels, as well as an understanding of control software; knowledge of PLC and/or electrical experience and education are highly desired.
• 5+ years of experience developing teams, establishing processes, and improving operational performance.

About the Company

Versique is a high-performance recruiting firm specializing in executive leadership search, direct hire, and interim hiring solutions. Based in the Twin Cities of Minnesota, Versique delivers tailored expertise across a wide range of industries through specialized practice areas. The team consists of seasoned recruiters with hands-on experience in the fields they hire for, providing unmatched industry insight and connections.

Versique is an award-winning company, recognized on the Inc. 5000 list of fastest-growing private companies and the Minneapolis-St. Paul Business Journal's Fast 50 list for 2023. It has also been consistently named a Star Tribune Top Workplace and was recognized as a Best Place to Work in 2022 by the Minneapolis/St. Paul Business Journal.