Technical Services Manager

• Lead and develop a team of Technical Support and Field Service professionals across multiple locations.
• Establish clear performance expectations, accountability measures, and service standards.
• Drive continuous improvement initiatives focused on customer support processes, documentation, and service delivery.
• Oversee customer issue resolution, ensuring timely escalation and follow-through on critical cases.
• Develop and improve case management, tracking, and reporting systems to increase visibility and efficiency.
• Partner cross-functionally with Engineering, Operations, Warranty, Sales, and other stakeholders to resolve technical and operational issues.
• Conduct root cause analysis on recurring customer concerns and implement sustainable corrective actions.
• Improve communication and collaboration between internal teams, dealers, and customers.
• Coach, mentor, and develop highly experienced technical professionals to maximize team performance.
• Foster a customer-focused culture centered on responsiveness, professionalism, and continuous improvement.

• Bachelor's degree or equivalent combination of education and relevant experience.
• 5+ years of experience leading Technical Support, Field Service, Customer Service, or Service Operations teams.
• Proven success managing and developing high-performing technical or customer-facing teams.
• Experience implementing process improvements, service metrics, and accountability frameworks.
• Strong understanding of customer support operations, issue escalation, and service delivery best practices.
• Experience working cross-functionally with engineering, manufacturing, operations, and commercial teams.
• Excellent leadership, communication, and relationship-building skills.
• Strong analytical and problem-solving abilities with experience conducting root cause analysis.
• Ability to lead organizational change and influence highly tenured teams.
• Continuous improvement mindset with a focus on building scalable and sustainable processes.

DSJ Global is a revolutionary search firm, specializing in the bespoke delivery of executive search solutions to clients.
Working across a number of niche industries and sectors across the US, UK, and Europe.
With offices in New York, Charlotte, Boston, Chicago, Dallas, San Francisco, London, Zurich, Berlin, Hong Kong and Singapore, DSJ Global operates on an international scale providing bespoke search packages which are unrivaled in the widespread recruitment market. Our aim is simple, to provide executive search level services which are flexible and tailored to the individual requirement of each client, on an unrivaled cost structure. We currently specialize in the areas of Procurement, Supply Chain, Logistics, OPEX, Finance and Human Resources.

We believe that every client should receive the benefit and accuracy of a search approach, whilst being able to dictate how, when and where it occurs, all on a fee structure to suit. Our revolutionary approach allows us to structure each assignment according to the requirements, time scales and budget available. We believe that for too long executive search firms have been too rigid in their approach and have been able to dictate how the search is conducted, leaving the client relatively powerless on the outcome.

Our service allows our clients to have increased control, direction and interaction in the search conducted on their behalf and has resulted in successful, on going relationships as search firm of choice with an ever expanding client group.