Director, Application & Technical Service

Role purpose

Build and lead a unified technical organization that supports the customer from application discovery through project conversion and installed-base support. This leader will bring Applications Support, Field Service and future Regional FAEs under one organization, strengthen technical selling capability, and create a scalable model for winning more projects while improving the customer experience.

Key responsibilities

• Lead and develop the Application Support, Field Service / Technical Service and Regional FAE capabilities under one operating model.

• Hire and build the Regional FAE team, initially aligned to East, Central and West, with a focus on high-value applications and project conversion.

• Establish clear engagement and handoff models between Account Managers, Regional Sales Leaders, Application Support, FAEs, Field Service, Product and Engineering.

• Build a proactive applications organization that identifies customer process needs, pain points, applications and sockets, then helps convert those opportunities into specifications, trials and wins.

• Raise the technical and application capability of the commercial team through coaching, field engagement, tools and structured training.

• Improve the effectiveness of Application Support by establishing qualification, escalation and lead-routing standards and measurable service levels.

• Lead Field Service / Technical Service as the post-sale technical capability, with focus on response, resolution, first-time fix, recurring issue reduction and customer satisfaction.

• Create a closed feedback loop from field and application issues into Product, Quality, Operations and Engineering.

• Partner with Regional Sales Leaders on strategic and focus accounts, major opportunities, competitive conversions and resource prioritization.

• Define KPIs and operating cadence for applications and technical services, including project influence, conversion, response time, resolution, utilization and customer outcomes.

• Help shape the long-term technical organization and talent strategy as the business scales.

Job Requirements

• 10+ years in industrial automation, process instrumentation, hygienic processing or a closely related technical market.

• Demonstrated leadership of customer-facing application engineering, sales engineering, technical service or similar teams.

• Strong technical-commercial judgment with the ability to connect customer processes and applications to revenue opportunities.

• Experience working with distributors, system integrators, OEMs and end users.

• Track record building teams, improving processes and driving change across functions.

• Strong executive communication, coaching and talent-development skills.

• Comfort operating as a working leader in a transformation environment.

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