Global Director, Technical and Customer Support (Critical Power Infrastructure)

Location: Henrico, Virginia, United States; global travel required, typically 20–35%.

Salary: $157,000–$215,900 USD annually.

Company

hirify.global is part of Flex, a manufacturing partner developing products and critical digital infrastructure solutions, with a planned spin-off of the Cloud and Power Infrastructure segment into Axiom.

What you will do

• Lead global technical support and customer support organizations, ensuring strong customer experience and efficient issue resolution.
• Own support strategy, operational performance, escalation management, knowledge management, and documentation governance.
• Partner with Engineering, Product Management, Quality, Warranty, and Field Services to resolve issues and improve products.
• Establish support KPIs, service standards, SLAs, and continuous improvement initiatives.
• Build organizational capabilities through workforce planning, talent development, succession planning, and performance management.
• Standardize support functions across regions, product lines, and acquired businesses while managing budgets, resources, and major customer escalations.

Requirements

• 10+ years of progressive experience in technical support, customer support, field services, engineering services, warranty, or a related function.
• 5+ years leading global or multi-regional support organizations and geographically dispersed teams.
• Strong knowledge of electrical power distribution systems, critical power infrastructure, data center equipment, or related industrial technologies.
• Experience managing customer escalations, mission-critical service events, support KPIs, SLAs, and operational metrics.
• Experience implementing and governing case management, CRM, ticketing, and knowledge management systems.
• Must be located in Henrico, Virginia, and able to travel globally as required.

Culture & Benefits

• Inclusive, respectful, and collaborative work environment.
• Medical, dental, and vision plans.
• Life insurance and short- and long-term disability coverage.
• Matching 401(k) contributions.
• Vacation, paid sick time, and tuition reimbursement.
• Visa sponsorship is not available.