Job Description
Job Description
Description :
Purpose of Job : We are seeking an experienced and dynamic leader to establish and manage our Technical Assistance Center (TAC). The TAC Director will be responsible for building and overseeing a team focused on three primary functions : Helpdesk Support, Field Support / Integration, and Training. This individual will play a critical role in defining processes, ensuring service excellence, and supporting the successful deployment and use of our products and solutions.
Essential Job Functions :
- Develop and manage a centralized helpdesk to provide Tier 1-3 technical support for internal and external customers.
- Establish systems and processes for tracking, prioritizing, and resolving support tickets.
- Monitor and report on key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
- Build, lead, train, and mentor the helpdesk team to ensure technical competency and customer service excellence.
- Manage a team to deliver on-site technical assistance for product installations, troubleshooting, and system integrations.
- Develop standard operating procedures (SOPs) for field operations, including documentation, safety protocols, and equipment readiness.
- Collaborate with engineering and product teams to address escalated issues and implement customized solutions in the field.
- Ensure field teams are equipped to handle deployments and integrations efficiently and effectively.
- Coordinate with BD and Sales teams ensuring they have proper technical support.
- Design and deliver training programs for internal teams and customers, focused on product use, troubleshooting, and maintenance.
- Create and maintain training materials, including user guides, online courses, and workshop curriculum.
- Evaluate and improve training effectiveness through feedback and regular updates to course content.
- Ensure training programs align with customer and business needs to enhance product understanding and adoption.
- Develop and implement the overall vision and strategy for the Technical Assistance Center, ensuring alignment with business unit objectives.
- Recruit, train, and manage a high-performing team to execute helpdesk, field support, and training functions.
- Establish and document workflows and processes to optimize TAC operations and improve service delivery.
- Monitor performance metrics, identify trends, and implement improvements to ensure customer satisfaction and operational excellence.
- Performs other related duties as assigned.
Work Environment :
This role will primarily work from a corporate office, utilizing virtual collaboration tools to manage the team, track performance, and interact with stakeholders.Periodic onsite visits to customer facilities or field locations may be required to oversee field operations, conduct training evaluations, or ensure successful integration of support processes. These locations may include secure military bases, industrial facilities, or other controlled environments with strict security protocols.While less frequent, this role may occasionally work in outdoor or operational field environments to support their team or assess field operations. Conditions may range from hot, cold, or wet weather to other challenging physical environments.The role may involve limited handling of technical equipment, such as communication systems and testing tools, during visits to support facilities or while shadowing field service engineers.This role requires occasional travel to customer locations, which may include domestic and international trips. The candidate must be adaptable to varying time zones, cultural environments, and travel schedules.This role must comply with all safety and security protocols when visiting customer sites or field locations. This includes adhering to military and defense regulations and ensuring the confidentiality of sensitive information.Requirements : Education :
Bachelor’s degree in Engineering, Computer Science, Business Management, or a related field.Master’s degree (MBA or related technical field) preferred but not required.Licenses / Certificates :
ITIL Certification (preferred for Helpdesk Support roles).Project Management Professional (PMP) certification or equivalent (preferred).Relevant technical certifications, such as CompTIA Network , Security , or vendor-specific certifications (Cisco, Microsoft, etc.).Ability to obtain and maintain a security clearance (required for defense-related work).Experience :
Minimum 7-10 years of experience in technical support, field services, or training roles, with at least 5 years in a leadership or managerial position.Proven experience establishing and scaling technical support or field service organizations.Experience in the defense industry or government contracting environment, including familiarity with FOCI / CFIUS compliance (preferred).Track record of developing and implementing successful training programs for technical products.Hands-on experience managing helpdesk systems, field integration projects, and customer-facing training initiatives.Experience working in environments requiring adherence to strict security protocols and handling sensitive information.Skills :
Strong leadership and team-building skills, with the ability to manage and motivate a cross-functional team effectively.Exceptional communication and interpersonal skills to interact with diverse stakeholders, including customers, engineers, and leadership teams.Excellent problem-solving and critical-thinking abilities, with a focus on driving process improvements and operational efficiency.Advanced technical knowledge of the company’s products and related systems, or the ability to quickly gain proficiency in new technologies.Proficiency in using helpdesk tools, ticketing systems, and other customer support platforms.Strategic planning and execution skills to align the Technical Assistance Center with organizational goals.Strong organizational skills with the ability to manage multiple priorities and deadlines effectively.Adaptability to work in fast-paced, dynamic environments with a focus on delivering exceptional customer support.Physical Demands :
The candidate must be able to lift and carry equipment weighing up to 50 lbs. This includes setting up and transporting technical equipment necessary for system integration and troubleshooting.The position requires the ability to work in various outdoor environments, potentially in varying weather conditions. The candidate must be comfortable and capable of performing technical tasks onsite with defense customers, which may include setup and maintenance of communication systems in the field.The role involves frequent standing, walking, and moving around customer sites. The candidate must have the physical stamina to handle extended periods of activity during onsite visits.The candidate must have the dexterity to handle and configure small and large technical components and tools.The position requires the ability to travel, potentially including international travel, to customer sites for integration, support, and training activities. Flexibility in travel schedules is essential.The candidate must have the ability to read and interpret technical documents, diagrams, and computer screens, as well as the ability to hear and understand customer inquiries and troubleshoot issues effectively.Other Requirements :
Must be a U.S. CitizenWork Authorization / Security Clearance : Must be able to obtain a Secret level clearance.Must have a valid U.S. Driver's LicenseTravel is primarily locally during the business day, although some out of the area travel and overnight may be expected.AAP / EEO Statement :
Fenix Group, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
