Global Director, Technical and Customer Support (Data Center Infrastructure)

Location: Henrico, Virginia, United States

Salary: $157,000–$215,900 USD annual

Company

hirify.global is a diversified manufacturing partner that designs, builds, and delivers innovative products and infrastructure for market-leading brands.

What you will do

• Lead global Technical Support and Customer Support organizations and ensure efficient resolution of product and service issues.
• Own global support strategy, escalation management, knowledge management, documentation governance, and operational performance.
• Partner with Engineering, Product Management, Quality, Warranty, and Field Services to resolve issues and improve products and customer outcomes.
• Establish support KPIs, service standards, SLAs, and continuous improvement initiatives.
• Develop 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 technology investments.

Requirements

• 10+ years of progressive experience in Technical Support, Customer Support, Field Services, Engineering Services, Warranty, or related functions.
• 5+ years of experience leading global or multi-regional support organizations and managing managers across geographically dispersed teams.
• Strong knowledge of electrical power distribution systems, critical power infrastructure, data center equipment, or related industrial technologies.
• Experience managing customer escalations and mission-critical service events.
• Experience with support KPIs, SLAs, operational metrics, case management, CRM, ticketing, and knowledge management systems.
• Ability to travel globally as required, typically 20–35%.

Culture & Benefits

• Medical, dental, and vision plans.
• Life insurance and short-term and long-term disability coverage.
• Matching 401(k) contributions.
• Vacation and paid sick time.
• Tuition reimbursement.

Hiring process

• Applications are accepted for at least five days after the posting start date and may close earlier based on application volume or when the position is filled.
• Visa sponsorship is not available.