Director, Application & Technical Service
About this role
Role purpose
Build and lead a unified technical organization that supports the customer from application discovery through project conversion and installed-base support. This leader will bring Applications Support, Field Service and future Regional FAEs under one organization, strengthen technical selling capability, and create a scalable model for winning more projects while improving the customer experience.
Key responsibilities
Lead and develop the Application Support, Field Service / Technical Service and Regional FAE capabilities under one operating model.
Hire and build the Regional FAE team, initially aligned to East, Central and West, with a focus on high-value applications and project conversion.
Establish clear engagement and handoff models between Account Managers, Regional Sales Leaders, Application Support, FAEs, Field Service, Product and Engineering.
Build a proactive applications organization that identifies customer process needs, pain points, applications and sockets, then helps convert those opportunities into specifications, trials and wins.
Raise the technical and application capability of the commercial team through coaching, field engagement, tools and structured training.
Improve the effectiveness of Application Support by establishing qualification, escalation and lead-routing standards and measurable service levels.
Lead Field Service / Technical Service as the post-sale technical capability, with focus on response, resolution, first-time fix, recurring issue reduction and customer satisfaction.
Create a closed feedback loop from field and application issues into Product, Quality, Operations and Engineering.
Partner with Regional Sales Leaders on strategic and focus accounts, major opportunities, competitive conversions and resource prioritization.
Define KPIs and operating cadence for applications and technical services, including project influence, conversion, response time, resolution, utilization and customer outcomes.
Help shape the long-term technical organization and talent strategy as the business scales.
Job Requirements
10+ years in industrial automation, process instrumentation, hygienic processing or a closely related technical market.
Demonstrated leadership of customer-facing application engineering, sales engineering, technical service or similar teams.
Strong technical-commercial judgment with the ability to connect customer processes and applications to revenue opportunities.
Experience working with distributors, system integrators, OEMs and end users.
Track record building teams, improving processes and driving change across functions.
Strong executive communication, coaching and talent-development skills.
Comfort operating as a working leader in a transformation environment.
Originally posted on Himalayas