Sr Dir Tech Support Svcs North America

Job Description

Primary Function of Position:

The Sr. Director, Technical Support Services – North America, is responsible for leading the North American (US & Canada) Technical Support Services organization and ensuring delivery of an exceptional, differentiated customer experience. This leader will direct our North American Technical Support service strategy, provide leadership to customer-facing Tech Support teams, and represent our service solutions to business partners and our customers.

S/he will have a strong track record of building high-performing, multi-functional, distributed teams that consistently put the team above the individual and deliver meaningful business outcomes for customers. An inspirational coach and leader, this individual will have strong communication skills to rally the organization around critical initiatives and ensure customers’ needs are met. This leader will also have a passion for and track record of developing leaders for increased scope of impact.

This leader will have broad business knowledge and comprehensive management experience, capable of working effectively with diverse verticals including Training, Logistics, Product Management, Engineering, Finance, Pricing, Business Systems/IT and Sales to craft innovative customer engagement strategies. S/he will be highly effective in navigating the organization, influencing decision‑making, and aligning stakeholders through proactive collaboration and problem solving. The leader will be commercially minded and customer‑centric, with an ability to continuously strengthen and clarify the service value proposition as customer needs and market dynamics evolve.

Ultimately, this leader will have a track record of managing organizations that excel operationally and deliver results. S/he can constructively engage and motivate teams in support of business decisions that challenge the status quo and oversee execution of strategies that enable the organization to expand its differentiation while scaling effectively to support future growth.

• Responsible for leading a high-performing organization that attracts, retains and develops top talent as part of a winning culture that maximizes customer impact and business results.
• Motivate and inspire North American Technical Support Services team members behind a strong vision of customer experience excellence grounded in the Intuitive mission and culture.
• Work across multiple levels of people leaders to further develop their leadership capabilities and support their professional growth, developing them to points of independence that enables the business to scale.
• Optimize organizational structure, capabilities, and communication to facilitate deep functional excellence within teams while realizing synergies across teams and ensuring a unified customer experience.
• Lead teams through critical phases of growth and change for sustained results and a positive employee experience.
• Consistently develop approaches to managing the business that use resources thoughtfully and align to progress against scalability and efficiency objectives.
• Serve as a cultural steward, modeling Intuitive’s Individual and Leadership expectations in daily practice, reinforcing a customer‑centric approach to problem solving, and ensuring a productive and inclusive workplace environment.

• Advance delivery of Technical Support Services in North America in a manner that consistently delivers against customer expectations and contractual obligations while optimizing customer experience, employee experience, and cost‑to‑serve.
• Build and execute strategies that leverage technology, business systems, and process improvements to drive efficiencies that enable services to scale.
• Ensure functional excellence across multiple diverse functional areas (e.g. Customer Technical Support, Digital Technical Support, Field Service Technical Support), using key performance indicators (KPIs) and targets‑to‑improve (TTI) to monitor operational health and progress against goals.
• Continuously advance delivery of a differentiated customer experience,…