Director, Technical Support

Global Industrial

For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.

We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.

Key Responsibilities

Responsibilities: 
We have a very exciting opportunity for an experienced, results driven, entrepreneurial Director of Technical Support to join our team.  In this roll you will be responsible for strategy, vision, planning and execution for the aftermarket technical support and service team for Global Industrial’s Private Brands products.  This role is vital to our company’s growth strategy and providing a best-in-class end-to-end customer experience.
You will be responsible for developing post-purchase product support strategies, top and bottom-line growth, functional kpi’s and cross-functional team leadership (internal and supplier) across a broad product line including floor scrubbers, warehouse vehicles, HVAC, refrigeration and material handling equipment. 
Duties & Responsibilities:
•Development of the technical support and aftermarket product line strategy for the Private Brands product line in USA and Canada
•Develop clear and repeatable policies and procedures (SOP’s) for handling service requests, return and replacement guidelines, spare and replacement parts needs, special orders, warranty claims, etc.
•Establish KPI’s and SLA’s for your department and cross-functional partners
•Structure and mange service provider relationships for product set-ups & installations; repairs & maintenance; end of life disposals & refurbishments
•Partner with Product Development, Asia Sourcing Office and suppliers to implement continuous improvement initiatives tracking inputs such as, but not limited to, replacement parts requests, product returns & replacements and customer reviews.
•Work with Product Management to establish category specific warranties and establish governance to track throughout the Sales and Customer Service organizations
•Establish repair and replacement parts guidelines, policies and procedures for set-up and ongoing access to customers
•Set and manage departmental budget requirements
•Work with cross-functional partners to develop training materials and procedures
•Train and develop direct reports to drive engagement and team effectiveness

Competencies and skills

• Ten (10) years related experience
• Bachelors Degree
• Track record of building teams, culture and ability to effectively coach others
• Proven development, implementation and achievement of strategic plans and goals
• Knowledgeable in ERP systems, project management software, ticketing systems, Microsoft Office suite
• Ability to effectively communicate cross-functionally up and down organizational hierarchies in Product Development, Product Management, Sales & Sales Operations, Customer Service, Operations, Finance, Legal and Executive Management

EEO/AA Statement

Global Industrial provides equal employment opportunities to all employee and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absences, compensation and training.