Global Director, Technical and Customer Support

To support our extraordinary teams who build great products and contribute to our growth, we’re looking to add a/an Global Director, Technical and Customer Support located in Henrico, VA.

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.

• 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.

• 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%)

 EC37

• Full range of medical, dental, and vision plans
• Life Insurance
• Short-term and Long-term Disability
• Matching 401(k) Contributions
• Vacation and Paid Sick Time
• Tuition Reimbursement

Application Deadline:

Applications for this job position will be accepted for at least five days following the job posting start date below and continuing until the end date below or until the position is filled. This posting may close sooner due to application volume.

The base pay range for this position is provided below. The final base rate offered will be determined using job-related, non-discriminatory criteria, including but not limited to experience, qualifications, geographic location, education, external market data, and internal equity.

Is Sponsorship Available?