Director - Technology Support Services

About the role

As the Director of Technology Support Services (TSS), you will provide leadership and oversee a team of experienced technical professionals or managers. This team delivers technical expertise to internal and external customers. You will set and ensure measurable annual individual performance objectives for the team.

Responsibilities

• Plan, budget, administer, and manage team capacity, operations, and strategic and operational projects and initiatives.
• Provide technical support to external and internal customers as needed, while managing a team of subject-matter experts or managers.
• Oversee vendor training activities for the team and others within the TSS organization.
• Develop and approve processes, procedures, and policies for continual improvements.
• Maintain reporting of key performance indicators (KPIs), analyze KPIs, and report to senior management.
• Develop, review, and approve customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials, and FAQs to ensure consistent customer experience.
• Coach and mentor a team of experienced technical professionals or managers.
• Communicate with engineering, applications engineering, marketing, category management, Supply Chain Services, and quality assurance divisions regarding product problems, opportunities, software bugs, or emerging customer needs.
• Deliver presentations to senior management and at industry events or trade shows.

Requirements

• Bachelor’s degree required; field of Engineering or Information Technology preferred.
• Licenses, certificates, or designations based on field of technical expertise.
• 13+ years of experience in the technical field of expertise in design, implementation, and/or commissioning.
• 2 years of experience leading a team of at least 6 direct reports preferred.
• Proficiency with AutoCAD 2D, iBwave, or JVSG preferred.
• BICSI RCDD, OSP, NTS, DCDC, or industry equivalent preferred.

Skills

• Customer-centric mindset.
• Strong leadership and team development skills.
• Strong presentation skills for external and internal audiences, including senior management.
• Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.
• Ability to travel up to 25%.

Pay

$139,693 - $244,463 annually. This amount reflects the range Wesco reasonably believes it will pay for the position, though final offers may vary based on factors such as geographic location, relevant education, experience, qualifications, skills, shift, or collective bargaining agreements.

Benefits

For eligible positions, compensation may include participation in a bonus or sales incentive plan. Wesco offers a benefits program for eligible employees, which may include:

• Paid time off.
• Medical, dental, and vision coverage.
• Retirement savings plans.

About the team

At Wesco, we build, connect, power, and protect the world. As a leading provider of business-to-business distribution, logistics services, and supply chain solutions, we create a dependable world. Wesco values its people as its greatest asset and is committed to fostering a workplace where every individual is respected, valued, and empowered to succeed. With over 20,000 employees worldwide, we embrace unique perspectives and promote a culture grounded in teamwork and respect.

Founded in 1922 and headquartered in Pittsburgh, Wesco is a publicly traded (NYSE: WCC) FORTUNE 500® company.