Director of Global Service & Support

We are seeking a highly motivated and experienced leader to oversee our global service and support operations. As the Director of Global Service & Support, you will play a critical role in ensuring our customers receive world-class service and technical support.

Key Responsibilities:

• Lead and manage a global team of service engineers, fostering a culture of excellence, collaboration, and continuous improvement.
• Develop and implement robust service procedures and processes to meet and exceed Service Level Agreements (SLAs).
• Provide hands-on expertise in complex multidisciplinary systems, including mechanical, electronic, and software components.
• Establish performance metrics and goals, driving the team to consistently achieve high standards.
• Serve as a key point of escalation for customer issues, ensuring timely resolution and customer satisfaction.
• Collaborate with cross-functional teams, including R&D and Product, to ensure seamless integration of service feedback into product development.
• Continuously evaluate and improve operational efficiencies, tools, and methodologies to enhance service delivery.

Qualifications:

• Proven experience in managing global service operations for complex, multidisciplinary systems (mechanical, electronics, software).
• Demonstrated success in building and leading service teams, including hiring, training, and performance management.
• Strong background in establishing and optimizing service workflows, processes, and KPIs.
• Exceptional written and verbal communication skills.
• Strong leadership and interpersonal skills, with the ability to inspire and motivate teams under pressure.
• Outstanding problem-solving abilities and a customer-centric mindset.