Director-DS Technical Services, India

What you will do:

• This position is fully responsible for setting the direction, goals, and plans of the technical support group while directing and coordinating the day-to-day activities of the department. You will oversee the investigation of customer complaints regarding quality, tolerances, specifications, and the delivered condition of products.

• Develop and implement a comprehensive strategy for the technical support team to enhance customer experience and operational efficiency.

• Lead, mentor, and empower a high-performing technical support team, fostering a culture of continuous improvement, accountability, and excellence.

• Establish key performance indicators (KPIs) and metrics to evaluate team performance and drive improvements in service delivery.

• Regularly analyze customer feedback and service trends to identify opportunities for enhancing support processes and product offerings.

• Ensure that the technical support operations comply with company policies, industry standards, and regulatory requirements.

• Act as a key liaison between customers and internal teams, delivering insights and recommendations to senior management regarding customer needs and market trends.

• Stay informed about industry best practices and technological advancements to maintain competitiveness in the market.

How you will do it:

• Lead and develop the technical support team, providing guidance, training, and support to create a best-in-class service organization.

• Collaborate with cross-functional teams to align technical support objectives with broader business goals.

• Directly manage day-to-day operations, ensuring effective handling of customer inquiries and complaints.

• Analyze customer feedback to identify trends and areas for improvement in product quality and service delivery.

• Implement and monitor metrics to assess performance and drive continuous improvement.

• Ensure compliance with company standards and practices in all support operations.

What we look for:

• University degree or Equivalent combination of education and experience.

• A minimum of 15 years of experience in a technical support or related field, with at least 5 years in a managerial role.

• Demonstrated success in managing technical support operations and leading cross-functional teams.

• Exceptional problem-solving skills, with a customer-focused approach and keen attention to detail.

• Strong interpersonal and communication skills, capable of effectively interacting with customers, stakeholders, and team members at all levels.

• Proficient in using technology and software tools to manage support processes, analyze data, and enhance customer engagement.

• Willingness to travel as necessary to support customer and business needs.

www.johnsoncontrols.com/tomorrowneedsyou.

Industries: Computer Software, Health, Wellness & Fitness, Security & Investigations