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Director of Customer Support

10 hours ago

Burnaby, British Columbia, Canada Novarc Technologies Inc. Full time

Join us on the journey to help build the world using applied robotics and AI

Novarc Technologies is a full-stack robotics company helping to build the world using applied robotics and AI. Recognized as one of the fastest-growing companies in the Americas by the Financial Times for two consecutive years, we are at the epicenter of innovation and global expansion. Join our dynamic team as we extend our reach across four continents, blending pioneering welding technology with a profound global impact. It's a captivating time to be part of our journey – here, you'll do more than just work; you'll be an integral part of a movement shaping the tech-driven future.

Novarc Technologies
is looking for a
Director of Customer Support
to join our growing team and support the production of our cobots.

Summary:
As a Director of Customer Support you will be responsible for leading the global customer support function within the organization, ensuring the delivery of an exceptional customer experience, and driving the success of customer service operations.

The ideal candidate will have a proven track record in leading and scaling customer support teams, creating operational efficiencies, and developing customer-focused strategies in a fast-paced robotics environment. This role requires strong leadership capabilities, strategic thinking, and a hands-on approach to overseeing the customer support function on a global scale.

The Director will work closely with senior leadership, the Director of Welding Operations, and cross-functional teams to drive customer satisfaction, streamline service delivery, and implement innovative solutions for the business.

Duties and Responsibilities:

  • Strategic Planning & Leadership:
  • Develop and implement a global customer support strategy aligned with company objectives.
  • Lead and mentor a diverse, high-performing team, fostering a collaborative, curious, customer-first mindset.
  • Lead efforts to develop contingency plans and crisis management strategies for high-risk scenarios.
  • Global Expansion & Team Building:
  • Recruit and build a high-performing, diverse, and globally distributed team by hiring, contracting, training, and developing the best talent across regions.
  • Implement training and development programs that ensure the team is well-equipped with the knowledge and skills to manage a wide range of customer service challenges.
  • Establish clear performance expectations and provide regular feedback, coaching, and support to ensure team members are growing professionally and delivering the highest level of customer service.
  • Customer Support Infrastructure & Operations:
  • Oversee and develop a scalable customer support infrastructure, including CRM, ticketing systems, and field operations.
  • Leverage data-driven insights and adopt new technologies (AI, chatbots, etc.) to improve efficiency and customer satisfaction.
  • Ensure that customer service teams are equipped with the tools and knowledge to resolve issues quickly and efficiently, reducing installation and service time while improving customer satisfaction.
  • Develop, track, and analyze key performance indicators (KPIs) to monitor and improve customer satisfaction, response times, resource use, and service efficiency, and use this data to guide operational decisions.
  • Budgeting & Financial Management:
  • Manage the customer support budget, balancing cost control with investments in service enhancements and technology.
  • Use budgets and actual cost analysis to understand the overall margin on field work.
  • Quality, Compliance & Continuous Improvement:
  • Ensure adherence to Quality, Health, Safety, and Environmental (HSE) standards in all customer support and field operations.
  • Proactive Customer Engagement & Cross-Functional Collaboration:
  • Build and maintain relationships with service providers as necessary to supplement gaps in the internal structure.
  • Collaborate with engineering and product teams to provide feedback on recurring issues, product improvements, and customer-driven features.
  • Build a team of collaborators, working to resolve conflict in a responsible, healthy and engaging manner.

Minimum Qualifications and Experience:

  • Bachelor's degree in Business Administration, Engineering, or a related field; Master's degree preferred.
  • Over 15 years of experience in customer support operations, including field service, technical support, and service delivery, with a focus on global operations.
  • At least 5 years in a leadership role as Director managing teams of 5 or more.
  • Proven capability of using data for decision making.
  • Demonstrated success in leading large, geographically distributed teams, ensuring high-quality customer support outcomes.
  • Strong analytical, strategic thinking, and problem-solving abilities.
  • Excellent communication, leadership, and negotiation skills with the ability to influence both internal and external stakeholders.
  • Strong understanding of service management tools, including ticketing systems, CRM, and project management platforms.
  • Knowledge of robotics, technical systems, and complex product support environments is highly desirable.

Nice to have:

  • Experience with PLC programming, MIG and TIG welding, or 6-axis welding robots.
  • Familiarity with OMRON servos and drives or similar technology.
  • Experience with cloud-based project management software (e.g., Wrike) and CRM tools.
  • Exposure to HSE standards and compliance in customer service or field operations.
  • Project Management Professional (PMP) or equivalent certification.

Other:

  • Travel may be required

About Novarc Technologies:

Novarc Technologies is a full-stack robotics company specializing in the design and manufacturing of cobots and AI-based machine vision solutions for autonomous welding.
Novarc's Spool Welding Robot
(SWR) is the world's first of its kind in pipe welding applications. As a proven pioneer in the field, Novarc's team is dedicated to solving challenging welding automation problems that improve customers' bottom line.

Why Novarc:

  • Growing Opportunities
  • We are in the process of maturing into a fast-growing medium-sized business.
  • Great place to be
  • We foster an open-minded, adventurous, and fun environment where our teams are encouraged to bond and show a little of their unique selves.
  • Best People
  • Our team is made up of talented, intelligent, and hardworking people.
  • Lots of Opportunities
  • We are constantly looking for stand-out talent internally to move into leadership positions.

We are excited to invite you to join our growing team for this amazing journey

"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 to the intended employment of that person. This applies to all our practices of recruitment, selection, promotion, training and development, health and safety, and compensation."