Director, Technical Services

DescriptionRole SummaryThe 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 ResponsibilitiesLeadership & Departmental OversightProvide 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 ExcellenceDesign 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 ManagementEstablish OKRs aligned with corporate strategic pillars and ensure departmental alignment through clear, measurable goals. Monitor and report performance against OKRs, including: Repair turnaround timesRepair productivity per technicianCustomer satisfaction metrics (CSAT/NPS)First-time fix ratesOversee and manage the repair workflow using the Velocity tool and ensure optimal resource utilization. Technical Expertise & FAA ComplianceSupport 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 SigmaApply 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 ManagementDevelop 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 & RequirementsEducation & ExperienceBachelor’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 & CompetenciesProven 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 RequirementsAbility to travel up to 20% of the time to customer sites and company locations.