Global Director, Technical and Customer Support

About the role

Reporting to the Global Product Line Director - Service, Software & Metering, the Global Director, Technical and Customer Support is responsible for the leadership, strategy, performance, and continuous improvement of the company's global technical support and customer support organizations.

What a typical day looks like

• Lead the global Technical Support and Customer Support organizations, ensuring exceptional customer experience and efficient resolution of product and service issues.
• Own global support strategy, operational performance, escalation management, knowledge management, and documentation governance.
• Partner with Engineering, Product Management, Quality, Warranty, and Field Services to drive issue resolution, product improvements, and customer success.
• Establish support KPIs, service standards, and continuous improvement initiatives to enhance responsiveness, efficiency, and customer satisfaction.
• Develop organizational capabilities through workforce planning, talent development, succession planning, and performance management.
• Lead integration and standardization of support functions across regions, product lines, and acquired businesses.
• Manage departmental budgets, resources, and technology investments to support scalable business growth.
• Ensure compliance with applicable quality, safety, regulatory, and corporate requirements.
• Serve as executive owner for major customer escalations and critical support events.

Requirements

• 10+ years of progressive experience in Technical Support, Customer Support, Field Services, Engineering Services, Warranty, or related functions.
• 5+ years of experience leading global or multi-regional support organizations.
• Demonstrated leadership experience managing managers and geographically dispersed teams.
• Strong knowledge of electrical power distribution systems, critical power infrastructure, data center equipment, or related industrial technologies.
• Proven experience managing customer escalations and mission-critical service events.
• Experience establishing and managing support KPIs, service level agreements (SLAs), and operational performance metrics.
• Experience implementing and governing case management, CRM, ticketing, and knowledge management systems.
• Demonstrated success building scalable support processes and driving continuous improvement initiatives.
• Ability to travel globally as required (typically 20-35%).