What are the responsibilities and job description for the Director - Technology Support Services position at Wesco?
As the Director - Technology Support Services (TSS), you will provide leadership and oversee a team of experienced technical professional employees or managers; this team will provide technical expertise to internal and external customers. You will be responsible for setting and ensuring measurable annual individual performance objectives for their team.
Responsibilities:
- Responsible for planning, budgeting, administration, and management of team capacity, operations, and strategic and operational projects, and initiatives.
- Provides technical support to external and internal customers as needed in their field of expertise, while managing a team of subject matter experts/managers.
- Oversees the vendor training activities for team and others within the TSS organization.
- Develops and approves processes, procedures and policies for continual improvements.
- Maintains reporting of key performance indicators (KPI), analysis of KPI’s and reporting to senior management.
- Develops, reviews, and approves customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.
- Coaches & mentors a team of experienced technical professional or manager level employees.
- Communicates with engineering, applications engineering, marketing, category management, Supply Chain Services, and quality assurance divisions of any product problems, opportunities, software bugs or emerging customer needs.
- Delivers presentations to Senior Management level and at industry events / tradeshows.
Qualifications:
- Bachelor’s degree required; field of Engineering or Information Technology preferred
- Licenses/Certificates/Designations – based on field of technical expertise
- 13 years of experience in the technical field of expertise in design, implementation and/or commissioning
- 2 years of experience of leading a team of at least 6 direct reports preferred
- AutoCAD 2D or iBwave or JVSG preferred
- BICSI RCDD and OSP or NTS or DCDC or industry equivalent preferred
- Customer-centric mindset
- Strong leadership skills and team development
- Strong presentation skills to external and internal audiences, including senior management
- Proficiency with computer skills including Microsoft Outlook, Word, Excel, and PowerPoint
- Ability to travel up to 25%
Wesco International, Inc., including its subsidiaries and affiliates (“Wesco”) provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. US applicants only, we are an Equal Opportunity and Affirmative Action Employer.
Los Angeles Unincorporated County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.
