Technical Operations Manager - Americas

The Technical Operations Manager - Americas will be establishing and leading a Technical Support Center of Excellence and a team of expert Technical Support Engineers and Product Experts - ensuring the team, internal partners, and customers receive the highest level of timely and effective support.

The Technical Operations Manager is responsible for implementing and optimizing advanced technical service strategies and support capabilities; developing efficient systems, processes, and standards; managing escalations through resolution; driving proactive quality evaluations; mitigating risk; and allocating resources effectively.

The ideal candidate will demonstrate a strong balance of technical expertise, problem-solving ability, organizational and communication skills, and leadership acumen. They will have proven experience developing and coaching remote teams, driving technical operations excellence, improving customer satisfaction, and leading strategic, continuous quality improvement initiatives.
 

Key Responsibilities: 

• Establish a Technical Support Center of Excellence to deliver efficient, high-quality, and timely customer support
• Evaluate current technical resources, service models, and remote support capabilities and enhance remote service offerings and drive technical service excellence
• Develop and manage technical protocols, procedures, and guidelines to ensure consistent and effective troubleshooting - from standard to complex technical issues.
• Build and maintain a central technical resource library for parts, specifications, best practices, methodologies, and tools
• Design and implement an integrated, customer-focused Technical Support Center model
• Oversee technical and mechanical support to ensure timely and proficient issue resolution
• Support the creation and maintenance of technical documentation and training materials for Field Service Engineers
• Monitor performance metrics, identify opportunities for improvement, and implement corrective actions
• Develop and implement a strategic technical service plan that meets employee and customer needs
• Identify emerging technologies and integrate innovative solutions to enhance efficiency and satisfaction
• Map the customer journey and strengthen systems, processes, and standards for technical service and escalation management
• Prepare for and support CRM implementation
• Define and monitor key performance indicators (KPIs) to ensure continuous improvement and service excellence
• Partner with global teams to manage escalations, support product quality initiatives, and collaborate on PMO and R&D projects
• Oversee special service projects, ensuring compliance with scope, timelines, and budgets
• Manage assigned budgets and meet financial targets. Plan and forecast performance, resource, and financial needs accurately
• Manage performance, career development, and succession planning
• Champion a “Safety First” culture across all operations