What are the responsibilities and job description for the Director, Technical Operations position at DRB Systems LLC?
DRB (A Vontier Company) is the leading provider of technology-enabled devices and software solutions to the North American car care industry.
WHAT WE DO: enabling the future of vehicle care – wherever the road takes you.
WHY WE DO IT: To fuel our client’s growth with connected, data-led technology, driven by our spirit of innovation and commitment to excellence.
Job Purpose:
As the Director of Technical Operations within the Customer Experience organization, you will be responsible for leading and managing technical operations teams including Software Deployment, Data Solutions and Technical Analysts. This position will focus on high impacting technical customer issues and timely resolution of customer escalations. You will play a critical role in optimizing operational processes and driving continuous improvement initiatives. This position requires a strategic thinker with a deep understanding of technical operations, strong leadership skills, and strong problem-solving skills that drive higher customer satisfaction.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES:
- Operational Excellence:
- Establish customer issue monitoring and trend analysis of customer technical issues to ensure we are prioritizing and fixing the most impacting issues at root cause.
- Build, implement and manage robust processes for incident management, problem resolution, and change management.
- Drive automation to streamline operations and reduce manual efforts.
- Owns data migration tools, strategy, process and integration that are focused on quality and deliver results to support sales initiatives.
- Drive data solutions initiatives that are engaging, providing value and impacting the customer experience.
- Lead teams in comprehensive diagnostics of complex technical issues, utilizing advanced tools and techniques to identify root causes.
- Customer Focus:
- Owns customer communication for critical incidents and creates an exceptional customer experience by solutioning and managing critical issues with customers.
- Responsible for customer escalations related to technical issues.
- Collaborates with Call Center and Success teams to understand customer pain points and develop solutions.
- Responsible for the proactive analysis of incident trends and root causes to identify and address underlying issues.
- Monitor customer feedback and usage metrics to identify trends and opportunities for improvements both in product and support services.
- Builds, owns and directs process for Critical Incident Response (CIR).
- Technical Expertise
- Partner with engineering teams to support the release of new features and enhancements.
- Apply the technical aptitude to identify product defects, manage customer updates and collaborate with Engineering on technical fix.
- Owns customer feedback to Engineering and PLM as an input to drive decisions on product roadmaps and critical incident resolution.
- Stay abreast of industry trends, emerging technologies, and best practices for technical operations.
- Provide technical guidance and support to the team in resolving complex issues and optimizing system performance.
- Works collaboratively with IT team to ensure compliance with security, data privacy, and regulatory requirements.
- Leadership and Management:
- Lead and mentor the technical operations teams, fostering a culture of excellence and continuous learning.
- Develop and execute strategic plans to enhance the efficiency and effectiveness of technical operations.
- Collaborate with cross-functional teams to align technical operations with business objectives and customer needs.
- Manage budgets, resources, and timelines for technical operations initiatives.
SUPERVISORY RESPONSIBILITIES:
The position works under the general direction of the Chief Customer Experience Officer exercising discretion and independent judgment with respect to matters of significance in the department and leads managers of teams.
Human Relations:
This position interacts with both internal and external customers.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field; Master’s degree preferred.
- 10 years of experience in technical operations, with at least 5 years in a leadership role within a technology company, with SaaS, hardware, POS experience preferred.
- Strong understanding of SaaS architecture, cloud computing, hardware, and network infrastructure.
- Proven track record of managing and optimizing technical operations in a customer-centric environment.
- Excellent leadership, communication, and interpersonal skills.
- Strong problem-solving abilities and a strategic mindset.
- Experience with ITIL/ITSM methodologies is a plus
- Experience with KCS, DevOps, and Agile methodologies is a plus.
To perform this job successfully, an individual must be able to perform each of these essential functions at a satisfactorily level. Other essential and non-essential functions may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website at www.vontier.com.
The company in which you have expressed employment interest is a subsidiary or affiliate of Vontier Corporation. The subsidiary or affiliate is referred to as “Vontier Company”.
Vontier is proud to be an equal opportunity employer. We strive to build inclusive environments and ensure equitable access, opportunity, and treatment for all. Vontier does not tolerate discrimination and harassment of any kind based on race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth, and related medical conditions), age, sexual orientation, marital status, disability, veteran status, citizenship status, gender identity or expression, gender information and any other characteristics protected by law. We make hiring decisions based on your experience and skills. Vontier is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation in the application or interview process, you may contact us at e-mail vnttalentacquisition@vontier.com.
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