Director, Technical Services

Description

Role Summary

The Director of Technical Services is a strategic leadership role accountable for overseeing post-sales support including customer service, product repairs, and reverse logistics. This role is integral to shaping an industry-leading customer experience, optimizing departmental performance through data-driven Objectives and Key Results (OKRs), and embedding Lean Six Sigma methodologies to drive continuous improvement.

The Director leads a team of customer service and technical professionals, ensures alignment with corporate objectives, and champions a customer-first culture focused on satisfaction, retention, and operational excellence. A strong foundation in technical repair operations and regulatory compliance, including FAA Part 145 oversight, is essential.

Key Responsibilities

Leadership & Departmental Oversight

• Provide strategic leadership and oversight for the Technical Services Department, ensuring operational excellence in repair, customer service, and reverse logistics.
• Lead, mentor, and develop a cross-functional team including Customer Service Manager, RMA Product Support, RMA Receiving Coordinator, and Repair Supervisor.
• Foster a culture of accountability and continuous learning through coaching, performance reviews, and succession planning.
  
  

Customer Experience Excellence

• Design and execute strategies to enhance the customer journey, emphasizing fast resolution, empathy, and loyalty-building practices.
• Serve as an executive liaison to key customers to communicate service capabilities, receive feedback, and support new business development through service excellence.
• Investigate systemic service issues and deploy corrective/preventive actions to enhance product reliability and customer satisfaction.
  
  

OKRs & Operational Management

• Establish OKRs aligned with corporate strategic pillars and ensure departmental alignment through clear, measurable goals.
• Monitor and report performance against OKRs, including:
• Repair turnaround times
• Repair productivity per technician
• Customer satisfaction metrics (CSAT/NPS)
• First-time fix rates
• Oversee and manage the repair workflow using the Velocity tool and ensure optimal resource utilization.
  
  

Technical Expertise & FAA Compliance

• Support and guide the technical team with hands-on knowledge of repair processes, diagnostics, and hardware systems.
• Interpret technical documentation, participate in troubleshooting complex repairs, and work closely with engineering for issue resolution.
• Possess working experience with FAA Part 145 repair stations, ideally serving as or supporting the Accountable Manager role.
• Ensure compliance with FAA regulations, maintenance documentation standards, and audit preparedness protocols.
  
  

Process Improvement & Lean Six Sigma

• Apply Lean Six Sigma principles to identify inefficiencies, reduce process waste, and enhance service quality and turnaround performance.
• Lead quality initiatives in collaboration with engineering and production to proactively resolve root causes of repair trends.
  
  

Budget & Resource Management

• Develop and manage department budget, including forecasting, cost control, and training investments.
• Ensure workforce planning supports service level objectives and allows for peak volume adjustments.
  
  

Qualifications & Requirements

Education & Experience

• Bachelor’s Degree in Business, Engineering, or a related field; equivalent experience will be considered.
• Minimum of 5–10 years of progressive leadership experience in customer service, repair operations, or technical support roles.
• Prior experience with FAA Part 145 repair station compliance and documentation strongly preferred.
  
  

Skills & Competencies

• Proven experience in leading high-performance service teams with a customer-centric mindset.
• Strong track record of setting and achieving OKRs in a service-oriented environment.
• Demonstrated success applying Lean Six Sigma or equivalent methodologies to drive measurable improvements.
• Exceptional problem-solving, verbal/written communication, and interpersonal skills.
• Proficiency in SAP ERP, Microsoft Excel, and Microsoft Office Suite.
• Ability to understand and guide technical repairs, read schematics, and engage with engineering on escalations.
  
  

Other Requirements

• Ability to travel up to 20% of the time to customer sites and company locations.