Director-Service Technology

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The Director Service Technology is responsible for defining and executing the enterprise service process and technology strategy that enables a differentiated, scalable, and data‑driven service experience. This role leads the end‑to‑end service technology roadmap across Service Lifecycle Management (SLM), dealer and customer‑facing platforms, technical support tools, training portals, eCommerce enablement, and service analytics.

With a strong focus on customer and dealer experience, operational efficiency, and global scalability, the Director drives transformation of service operations by leveraging digital platforms, standardized processes, and actionable insights. The role partners closely with IT, Service Operations, Engineering, Quality, Commercial, and regional leaders to ensure service technologies support business strategy, product roadmaps, and continuous improvement objectives across all subsidiaries and markets.

Major Responsibilities 

• Define and own the enterprise service technology vision, roadmap, and investment priorities aligned to service excellence and growth objectives.

• Drive standardization and scalability of service platforms and processes across business units and regions.

• Lead functional ownership of SLM, dealer service operations, B2C service applications, technical support systems, training portals, and service‑related eCommerce capabilities.

• Leverage AI tools to implement value-driven applications and efficiencies.

• Translate business needs into clear functional requirements and partner with IT to deliver secure, scalable solutions.

• Ensure service technologies enable intuitive, efficient workflows that improve resolution speed, first‑time fix, and satisfaction.

• Enable self‑service and digital support capabilities to reduce service friction and operational cost.

• Establish service analytics and performance reporting to drive accountability, insight, and continuous improvement.

• Leverage service data to inform reliability, quality, and product feedback loops.

• Partner with Service Operations, Engineering, Quality, Commercial, and regional teams to align priorities and execution.

• Lead governance, communication, and decision‑making across business and IT stakeholders.

• Lead, coach, and develop a team of managers and professionals.

• Set clear objectives, performance expectations, and development plans aligned to business outcomes. 

Minimum Job RequirementsEducation

• Bachelor’s degree in Information Technology, Business, Engineering or equivalent combination of education and experience

Work Experience

• 10 years’ experience with industry-leading software applications

• 5 years progressive leadership experience

• 5 years’ experience in durable goods customer and dealer service for an OEM

• Knowledge / Skills / Abilities

• Strong attention to detail, outstanding analytical skills, and exceptional communication/interpersonal skills

• Desire to seek out improvement opportunities from both a process and system standpoint

• Ability to drive results in a fast-paced and constantly changing environment; comfortable handling risk and uncertainty

• Strong cross-functional collaborator, team player; highly motivated with a positive attitude

• Excellent decision-making skills with a customer focus

• Global mindset; communicates effectively across a global organization

• Builds constructive and effective relationships across all levels of the organization

• Demonstrated experience leading leaders and influencing executive level stakeholders

• Proven executive presence with exceptional written, verbal, and presentation skills 

• Demonstrated success leading enterprise transformation and large scale, cross functional initiatives 

• Strong business acumen with the ability to align portfolio decisions to strategic priorities and financial outcomes 

• Experience building governance models, performance metrics, and operating rhythms at an enterprise level 

• Advanced capability in organizational change management and talent development 

• Experience with SAP or equivalent ERP systems

Preferred Job RequirementsEducation

•  Masters Degree

Work Experience

• Digital transformation experience in SLM, CRM, or eCommerce

• Experience leveraging AI tools for value-created applications

• Project management skills leading large cross functional teams

• Experience and strong working knowledge demonstrating understanding of complex business processes (Sales, Marketing, Customer Service, Technical Service)

• Prior experience supporting or leading merger and acquisition integration activities

• Experience working collaboratively across global geographies, business units’ hierarchy and multiple functional areas

• Extensive experience using Microsoft Office products, especially Excel and PowerPoint

• Prior participation in process mapping and continuous improvement activities

Office Environment:

While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel.

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”