Director-Service Technology

Major Responsibilities

• Define and own the enterprise service technology vision, roadmap, and investment priorities aligned to service excellence and growth objectives.
• Drive standardization and scalability of service platforms and processes across business units and regions.
• Leverage AI tools to implement value-driven applications and efficiencies.
• Translate business needs into clear functional requirements and partner with IT to deliver secure, scalable solutions.
• Ensure service technologies enable intuitive, efficient workflows that improve resolution speed, first-time fix, and satisfaction.
• Enable self-service and digital support capabilities to reduce service friction and operational cost.
• Establish service analytics and performance reporting to drive accountability, insight, and continuous improvement.
• Leverage service data to inform reliability, quality, and product feedback loops.
• Partner with Service Operations, Engineering, Quality, Commercial, and regional teams to align priorities and execution.
• Lead governance, communication, and decision-making across business and IT stakeholders.
• Lead, coach, and develop a team of managers and professionals.

Minimum Job Requirements

• Education: Bachelor’s degree in Information Technology, Business, Engineering or equivalent combination of education and experience.
• Work Experience: 10 years’ experience with industry-leading software applications, 5 years progressive leadership experience, 5 years’ experience in durable goods customer and dealer service for an OEM.
• Knowledge / Skills / Abilities: Strong attention to detail, outstanding analytical skills, and exceptional communication/interpersonal skills; desire to seek out improvement opportunities from both a process and system standpoint; ability to drive results in a fast-paced and constantly changing environment; comfort handling risk and uncertainty; strong cross-functional collaborator, team player; highly motivated with a positive attitude; excellent decision-making skills with a customer focus; global mindset; communicates effectively across a global organization; builds constructive and effective relationships across all levels of the organization; demonstrated experience leading leaders and influencing executive level stakeholders; proven executive presence with exceptional written, verbal, and presentation skills; demonstrated success leading enterprise transformation and large scale, cross functional initiatives; strong business acumen with the ability to align portfolio decisions to strategic priorities and financial outcomes; experience building governance models, performance metrics, and operating rhythms at an enterprise level; advanced capability in organizational change management and talent development; experience with SAP or equivalent ERP systems.

Preferred Job Requirements

• Education: Masters Degree.
• Work Experience: Digital transformation experience in SLM, CRM, or eCommerce; experience leveraging AI tools for value-created applications; project management skills leading large cross functional teams; experience and strong working knowledge demonstrating understanding of complex business processes (Sales, Marketing, Customer Service, Technical Service); prior experience supporting or leading merger and acquisition integration activities; experience working collaboratively across global geographies, business units’ hierarchy and multiple functional areas; extensive experience using Microsoft Office products, especially Excel and PowerPoint; prior participation in process mapping and continuous improvement activities.