This position is responsible to lead the field service and technical support teams for the Americas. This role involves strategic planning, resource management and continuous improvement of process and systems that impact the customer. The Director ensures the team provides a service experience exceeds customer expectations.This position can office out of Brooklyn Park, MN, New Richmond, WI or Raleigh, NCKey ResponsibilitiesDevelop and execute short and long-term growth strategies for the Field Service and Technical Support Teams.Mentor, coach and develop field service managers to foster a customer-centric culture within their region.Set clear performance goals and metrics and regularly evaluate team performance.Collaborate with other departments and business units to align strategies with overall business objectives.Build and maintain business relationships with key customers as well as internal stakeholders in our Business Units.Monitor and challenge internal processes for continuous improvements in customer service, cost control, operational efficiencies and utilization rates.Act as a primary point of contact for escalated customer service issues.Develop and present regular reports to the senior leadership team on department initiatives, team performance, customer satisfaction and operational issues.Stay current on industry trends, technology, and best practices.Ensure compliance with company policies, industry standards and regulatory requirements. Other duties as assigned.
