description:
role summary
the director of technical services is a strategic leadership role accountable for overseeing post-sales support including customer service, product repairs, and reverse logistics. this role is integral to shaping an industry-leading customer experience, optimizing departmental performance through data-driven objectives and key results (okrs), and embedding lean six sigma methodologies to drive continuous improvement.
the director leads a team of customer service and technical professionals, ensures alignment with corporate objectives, and champions a customer-first culture focused on satisfaction, retention, and operational excellence. a strong foundation in technical repair operations and regulatory compliance, including faa part 145 oversight, is essential.
key responsibilities
leadership & departmental oversight
- provide strategic leadership and oversight for the technical services department, ensuring operational excellence in repair, customer service, and reverse logistics.
- lead, mentor, and develop a cross-functional team including customer service manager, rma product support, rma receiving coordinator, and repair supervisor.
- foster a culture of accountability and continuous learning through coaching, performance reviews, and succession planning.
customer experience excellence
- design and execute strategies to enhance the customer journey, emphasizing fast resolution, empathy, and loyalty-building practices.
- serve as an executive liaison to key customers to communicate service capabilities, receive feedback, and support new business development through service excellence.
- investigate systemic service issues and deploy corrective/preventive actions to enhance product reliability and customer satisfaction.
okrs & operational management
- establish okrs aligned with corporate strategic pillars and ensure departmental alignment through clear, measurable goals.
- monitor and report performance against okrs, including:
- repair turnaround times
- repair productivity per technician
- customer satisfaction metrics (csat/nps)
- first-time fix rates
- oversee and manage the repair workflow using the velocity tool and ensure optimal resource utilization.
technical expertise & faa compliance
- support and guide the technical team with hands-on knowledge of repair processes, diagnostics, and hardware systems.
- interpret technical documentation, participate in troubleshooting complex repairs, and work closely with engineering for issue resolution.
- possess working experience with faa part 145 repair stations, ideally serving as or supporting the accountable manager role.
- ensure compliance with faa regulations, maintenance documentation standards, and audit preparedness protocols.
process improvement & lean six sigma
- apply lean six sigma principles to identify inefficiencies, reduce process waste, and enhance service quality and turnaround performance.
- lead quality initiatives in collaboration with engineering and production to proactively resolve root causes of repair trends.
budget & resource management
- develop and manage department budget, including forecasting, cost control, and training investments.
- ensure workforce planning supports service level objectives and allows for peak volume adjustments.
qualifications & requirements
education & experience
- bachelor's degree in business, engineering, or a related field; equivalent experience will be considered.
- minimum of 5-10 years of progressive leadership experience in customer service, repair operations, or technical support roles.
- prior experience with faa part 145 repair station compliance and documentation strongly preferred.
skills & competencies
- proven experience in leading high-performance service teams with a customer-centric mindset.
- strong track record of setting and achieving okrs in a service-oriented environment.
- demonstrated success applying lean six sigma or equivalent methodologies to drive measurable improvements.
- exceptional problem-solving, verbal/written communication, and interpersonal skills.
- proficiency in sap erp, microsoft excel, and microsoft office suite.
- ability to understand and guide technical repairs, read schematics, and engage with engineering on escalations.
other requirements
- ability to travel up to 20% of the time to customer sites and company locations.
requirements:
compensation details: 00 yearly salary
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