Head of North America - Field & Customer Support

Digital Control Incorporated (DCI) is the world's leading supplier of underground locating and steering products for the horizontal directional drilling (HDD) industry. Since the introduction of this revolutionary technology 30 years ago, Digital Control has been at the forefront of trenchless technologies that enable the efficient installation of underground utilities such as fiber optic, telecom, gas, and water lines world-wide. DCI's products are valued for their durable design, ease of use and uncompromising commitment to customer service.

DCI customer support is a long-standing, tried-and-true pillar of our success and an essential part of our customers' day-to-day workflow. Our strategy is pretty simple: build top-tier products and back them up with world-class customer support. That approach sets us apart and creates lasting, successful relationships with our customers. No call trees. No automated assistance. Real people with real experience who can get our customers unstuck and back on their way.

Whatever it takes, we go above and beyond to support our customers 24 hours a day, 7 days a week, 365 days a year. This is an opportunity to lead one of the most important customer-facing functions at a highly respected technology company and help shape the next generation of DCI's North American customer experience.

• Develop and execute DCI's North American Field & Customer Support strategy in alignment with company objectives
• Establish a scalable support model capable of supporting DCI's growing customer and dealer base
• Support clear field and internal support standards, operating rhythms, escalation paths, and performance expectations
• Ensure customers and dealers receive a consistent, high-quality experience across phone, digital, field, training, and technical support channels
• Represent the voice of the customer in company-wide strategic and product decisions

• Provide leadership to DCI's North American Field Support organization
• Optimize geographic coverage, staffing, travel, workload, and resource allocation
• Ensure field representatives have the training, tools, product expertise, and resources necessary to support customers effectively
• Develop a strong culture of ownership, responsiveness, technical excellence, and customer advocacy
• Build succession plans and develop the next generation of DCI field and support leaders
• DCI's North American field organization provides hands-on customer and contractor support across multiple territories, including jobsite assistance, product education, demonstrations, and technical support

• Lead the evolution of DCI's customer support organization and operating model
• Ensure customers have rapid access to knowledgeable support, particularly when equipment issues affect active drilling operations
• Improve escalation management, issue resolution, and communication across the customer journey
• Establish mechanisms to identify recurring customer issues and drive them to permanent resolution
• Partner with Customer Service team to continuously improve support processes and customer service capabilities
• DCI currently provides 24/7/365 customer support through experienced customer service personnel, reflecting the critical importance of uptime to its customers

• Partner with DCI's dealer network to ensure consistent customer support and technical expertise throughout North America
• Establish clear roles and expectations between DCI, dealers, and customers
• Develop programs that increase dealer and customer product knowledge, confidence, and adoption
• Use customer and field feedback to identify opportunities for improved products, training, documentation, and support
• Build strong relationships with customers and dealers and serve as an executive escalation point when appropriate

• Establish and manage KPIs covering customer satisfaction, response time, resolution time, field utilization, first-time resolution, escalation volume, training effectiveness, and cost-to-serve
• Use data and customer feedback to identify trends and prioritize improvements
• Standardize processes while preserving the responsiveness and hands-on culture that differentiates DCI
• Identify opportunities to leverage technology, automation, knowledge management, and digital support tools
• Develop annual operating plans and budgets for the North American support…