Global Support Director

POSITION SUMMARY:

The Global Support Director leads VIRA’s global aftercare support function, ensuring customers receive timely, effective assistance following project or program execution. This position provides leadership for the people, processes, investigations, communications, and cross-functional coordination required to resolve damaged fixtures, broken or missing parts, replacement requests, product functionality concerns, and other post-execution service needs.

The Director establishes a consistent support model across customer accounts and regions, with accountability for response times, resolution rates, customer satisfaction, service-parts availability, and aftercare costs. The role also oversees post-installation monitoring of connected-device fleets following formal project handoff, identifies recurring issues, and partners with internal teams to prevent repeat service needs, protect customer relationships, and support program profitability.

KEY RESPONSIBILITIES:

• Lead and develop the global aftercare support team, including Technical Support Operations Specialists and other assigned support personnel; establish priorities, accountability, training, and service expectations.

• Design, document, implement, and continuously improve standardized aftercare workflows across customer accounts and regions, from initial request and ticket creation through investigation, resolution, communication, and closure.

• Oversee intake, triage, investigation, escalation, and timely resolution of damaged fixtures, broken or missing components, replacement-part requests, product functionality concerns, and other post-installation support issues.

• Ensure support tickets, service activities, parts orders, customer communications, and case outcomes are accurately documented, tracked, and closed within agreed service expectations.

• Lead complex or sensitive customer escalations; coordinate clear communication regarding issue status, corrective actions, timelines, and resolution.

• Create a formal handoff process with Project Management following completed installations, including acceptance of required installed-device information and confirmation of initial online status before ongoing monitoring transfers to aftercare.

• Oversee recurring monitoring of connected-fixture content management systems (CMS) and deployed fleet health, including online/offline status, connectivity exceptions, recurring failures, and follow-up actions.

• Establish appropriate fleet monitoring cadence, reporting, escalation thresholds, and ownership of open exceptions by account or program; coordinate technical investigations and corrective action with Technology and other specialists.

• Partner with Project Management and Technology on planned content pushes, resets, or system changes while maintaining aftercare accountability for monitoring, communication, and post-change follow-through.

• Oversee service-parts coordination and inventory practices, including replacement availability, minimum/maximum stock expectations, order fulfillment, and visibility into service-related costs.

• Coordinate with Project Management, Technology, Engineering, Manufacturing, Logistics, field-service providers, and account teams to investigate root causes and deliver customer-focused solutions.

• Define and report aftercare performance measures such as first response time, time to resolution, open-ticket aging, case closure, customer satisfaction, fleet availability, repeat incidents, and support costs.

• Analyze recurring defects, service trends, parts failures, and fleet issues; recommend corrective and preventive actions that reduce repeat incidents and improve product and service performance.

• Plan support capacity and coverage across customer accounts and regions, identifying staffing, process, system, and partner needs as the function grows.

• Monitor aftercare spending and service cost drivers, identifying opportunities to improve efficiency while maintaining customer commitments.

• Perform other related duties as assigned.

SUPERVISORY RESPONSIBILITY:

This position leads the global aftercare support function and has direct supervisory responsibility

for assigned support personnel, including Technical Support Operations Specialists.

POSITION REQUIREMENTS:

• Proven ability to lead customer-facing technical support, aftercare, service operations, or post-installation support teams.

• Strong leadership, coaching, prioritization, and performance-management skills across multiple accounts and stakeholders.

• Ability to establish service workflows, escalation protocols, ticket-management practices, reporting, and consistent follow-through to closure.

• Strong analytical and problem-solving skills with the ability to lead investigations, identify recurring issues, and drive root-cause improvements.

• Working understanding of technical products, connected devices, CMS or fleet-monitoring tools, service-parts coordination, and field-service processes.

• Ability to collaborate effectively with Project Management, Technology, Engineering, Manufacturing, Logistics, and customer-facing teams.

• Excellent customer communication, executive-level escalation management, and stakeholder relationship skills.

• Ability to manage service performance, support costs, competing priorities, and global or multi-region coordination.

• Comfort using ticketing, CMS, inventory, reporting, and other service-management systems; proficiency with Microsoft Office applications.

REQUIRED EDUCATION AND EXPERIENCE:

• Experience leading technical support, customer aftercare, service operations, field service, or a related function; specific minimum years to be confirmed.

• Experience developing support processes, managing escalations, measuring service performance, and coordinating cross-functional issue resolution.

• Experience with manufacturing, retail fixtures, connected products, or multi-account/global customer support is beneficial.

• Education or equivalent relevant experience requirement to be confirmed.