Director of Customer Support

Position Summary

Tek84 is seeking an experienced and customer-focused Director of Customer Service to lead and scale our global customer support and service organization. This strategic leadership role is responsible for ensuring exceptional customer experiences throughout the lifecycle of Tek84's security screening solutions.

The Director of Customer Service will oversee customer support operations, technical service delivery, escalation management, service agreement programs, customer networking and software support, and continuous improvement initiatives. This leader will serve as the executive point of contact for key customer relationships, high-priority service issues, and strategic service growth initiatives while developing world-class support processes, systems, and performance metrics.

The ideal candidate combines strong customer relationship management skills with technical expertise in software applications, networking infrastructure, remote diagnostics, and complex technology products.

Key Responsibilities

Customer Experience Leadership

• Develop and execute Tek84's customer service strategy to improve customer satisfaction, retention, and recurring service revenue.
• Serve as the executive escalation point for critical customer issues and service-related concerns.
• Build and maintain strong relationships with key customers, government agencies, correctional facilities, and strategic accounts.
• Lead customer communication during service disruptions, critical incidents, and escalations.
• Champion a customer-first culture throughout the service organization.

Service Operations Management

• Provide leadership and direction to the Service Manager, Customer Network Engineer(s), and Service Agreement Administration team.
• Establish operational KPIs and service performance metrics including response time, resolution time, customer satisfaction, system uptime, and contract renewal rates.
• Drive continuous improvement initiatives to increase service efficiency and effectiveness.
• Evaluate support processes, staffing models, and organizational capabilities to support company growth.
• Collaborate with Engineering, Sales, Manufacturing, and Product Management teams to ensure exceptional customer outcomes.
• Develop training best practices, and standard operating procedures for the service department.

Technical Support & Escalation Management

• Oversee resolution of complex technical issues involving hardware, software, networking, and system integration.
• Lead root cause investigations and corrective action initiatives for recurring field issues.
• Ensure effective coordination between service, engineering, and customer stakeholders during major incidents.
• Develop standardized escalation procedures and communication protocols.
• Implement proactive monitoring and support strategies to reduce emergency service events.

Software & Network Services

• Oversee customer support for Tek84 networking solutions, system integrations, remote access tools, and data management platforms.
• Support customers utilizing TekNET, Intercept Manager, and related software solutions.
• Establish best practices for network architecture, cybersecurity awareness, remote diagnostics.
• Partner with Software Engineering and Hardware Engineering teams to identify product improvements and customer enhancement opportunities.

Service Agreement & Recurring Revenue Management

• Lead the growth and administration of service agreements, maintenance contracts, and support programs.
• Improve customer contract renewal rates and expand service offerings.
• Develop programs that increase service revenue while enhancing customer value.
• Monitor service agreement profitability and customer utilization patterns.
• Collaborate with Sales and Finance on recurring revenue forecasting and account management strategies.

Continuous Improvement & Strategy

• Identify opportunities to improve customer support systems, tools, documentation, knowledge management, and training.
• Implement Voice of Customer (VOC) processes to capture feedback and drive organizational improvements.
• Develop dashboards and reporting to measure service performance and customer outcomes.
• Evaluate and deploy new technologies that improve support delivery, customer engagement, and operational efficiency.
• Support strategic planning efforts related to service growth, customer retention, and aftermarket business expansion.

Required Qualifications

Education

• Bachelor's degree in Engineering, Information Technology, Computer Science, Business, or related field.

Experience

• 10+ years of progressive leadership experience in customer service, technical support, field service, or customer success environments.
• 5+ years leading customer-facing technical organizations.
• Proven experience managing customer escalations and executive-level customer relationships.
• Experience with service contract management and recurring revenue service models.
• Demonstrated success building and improving customer support organizations.

Technical Qualifications

• Strong understanding of enterprise networking, software applications, client-server environments, and remote support technologies.
• Experience supporting integrated hardware/software solutions.
• Familiarity with system integrations, data management systems, and network security principles.
• Experience utilizing CRM, ticketing, and service management platforms.
• Knowledge of service KPIs, SLA management, and support process design.

Leadership Competencies

• Executive presence and customer-facing leadership skills
• Strategic thinker with strong operational execution abilities
• Excellent conflict resolution and escalation management capabilities
• Strong analytical and problem-solving skills
• Ability to influence cross-functional teams
• Continuous improvement mindset
• Exceptional written and verbal communication skills
• Ability to thrive in a fast-growing technology organization

Tek84, Inc. develops and manufactures high-technology security products for screening and surveillance. For over three decades, we have pioneered the use of ultra-low-dose x-ray imaging products. Our products rapidly and safely screen for weapons, explosives, drugs, and other contraband. We sell the #1 High Security X-ray Body Scanning system in the United States.

Visit www.tek84.com for more information about the company.