Director of Customer Support

Tek
84 is seeking an experienced and customer-focused Director of Customer Service to lead and scale our global customer support and service organization. This strategic leadership role is responsible for ensuring exceptional customer experiences throughout the lifecycle of Tek
84’s security screening solutions.

The Director of Customer Service will oversee customer support operations, technical service delivery, escalation management, service agreement programs, customer networking and software support, and continuous improvement initiatives. This leader will serve as the executive point of contact for key customer relationships, high-priority service issues, and strategic service growth initiatives while developing world-class support processes, systems, and performance metrics.

The ideal candidate combines strong customer relationship management skills with technical expertise in software applications, networking infrastructure, remote diagnostics, and complex technology products.

• Develop and execute Tek
  84’s customer service strategy to improve customer satisfaction, retention, and recurring service revenue.
• Serve as the executive escalation point for critical customer issues and service-related concerns.
• Build and maintain strong relationships with key customers, government agencies, correctional facilities, and strategic accounts.
• Lead customer communication during service disruptions, critical incidents, and escalations.
• Champion a customer-first culture throughout the service organization.

• Provide leadership and direction to the Service Manager, Customer Network Engineer(s), and Service Agreement Administration team.
• Establish operational KPIs and service performance metrics including response time, resolution time, customer satisfaction, system uptime, and contract renewal rates.
• Drive continuous improvement initiatives to increase service efficiency and effectiveness.
• Evaluate support processes, staffing models, and organizational capabilities to support company growth.
• Collaborate with Engineering, Sales, Manufacturing, and Product Management teams to ensure exceptional customer outcomes.
• Develop training best practices, and standard operating procedures for the service department.
• Oversee resolution of complex technical issues involving hardware, software, networking, and system integration.
• Lead root cause investigations and corrective action initiatives for recurring field issues.
• Ensure effective coordination between service, engineering, and customer stakeholders during major incidents.
• Develop standardized escalation procedures and communication protocols.
• Implement proactive monitoring and support strategies to reduce emergency service events.

• Oversee customer support for Tek
  84 networking solutions, system integrations, remote access tools, and data management platforms.
• Support customers utilizing TekNET, Intercept Manager, and related software solutions.
• Establish best practices for network architecture, cybersecurity awareness, remote diagnostics.
• Partner with Software Engineering and Hardware Engineering teams to identify product improvements and customer enhancement opportunities.

• Lead the growth and administration of service agreements, maintenance contracts, and support programs.
• Improve customer contract renewal rates and expand service offerings.
• Develop programs that increase service revenue while enhancing customer value.
• Monitor service agreement profitability and customer utilization patterns.
• Collaborate with Sales and Finance on recurring revenue forecasting and account management strategies.

• Id…