Director of Customer Support
4 days ago
Join to apply for the Director of Customer Support role at Novarc Technologies Inc.Novarc Technologies is a full‑stack robotics company specializing in cobots and AI‑based machine vision solutions for autonomous welding. The company has been recognized by the Financial Times as one of the fastest‑growing companies in the Americas for two consecutive years. Join our dynamic team as we expand across four continents and help build the future of industrial automation.ResponsibilitiesStrategic Planning & LeadershipDevelop and implement a global customer support strategy aligned with company objectives.Lead and mentor a high‑performing, customer‑first team.Develop contingency and crisis‑management plans for high‑risk scenarios.Global Expansion & Team BuildingRecruit, contract, train, and develop a diverse, globally distributed team.Implement training programs for a wide range of customer service challenges.Establish performance expectations and provide continuous coaching.Customer Support Infrastructure & OperationsOversee scalable support infrastructure, including CRM, ticketing, and field operations.Leverage AI, chatbots, and data‑driven insights to improve efficiency and satisfaction.Develop, track, and analyze KPIs to guide operational decisions.Budgeting & Financial ManagementManage the support budget, balancing cost control with investments in technology.Analyze costs to understand overall margin on field work.Quality, Compliance & Continuous ImprovementEnsure adherence to HSE standards in all support and field operations.Customer Engagement & Cross‑Functional CollaborationBuild relationships with service providers and collaborate with engineering and product teams.Resolve internal conflicts in a responsible and healthy manner.Travel may be required.QualificationsEducation: Bachelor’s degree in Business Administration, Engineering, or related field; Master’s degree preferred.Experience: 15+ years in customer support operations, including field service, technical support, and service delivery with a global focus.Leadership: 5+ years as a Director leading teams of five or more.Data‑driven: Proven capability of using data for decision making.Geographically distributed team management: Demonstrated success in leading large, global teams.Analytical and strategic thinking with strong problem‑solving skills.Excellent communication, leadership, and negotiation skills.Technical knowledge: Strong understanding of service‑management tools, including ticketing systems and CRM.Robotics knowledge is highly desirable.Nice to haveExperience with PLC programming, MIG/TIG welding, or 6‑axis welding robots.Familiarity with OMRON servos and drives.Experience with cloud‑based project management software (e.g., Wrike) and CRM.Exposure to HSE standards in customer service or field operations.PMP or equivalent certification.Novarc provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, national or ethnic origin, color, political belief, marital or family status, religion, special abilities, age, sex or sexual orientation, or a criminal conviction or charge that is unrelated to employment of the intended employment of that person. This applies to all our practices of recruitment, selection, promotion, training and development, health and safety, and compensation. #J-18808-Ljbffr
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