Job Title:  Director of Global Customer Support

The Director of Global Customer Support will lead Gatan’s worldwide customer support organization, including Field Service, Technical Support, Regional Repair Centers, and Service Sales. This role is responsible for developing and executing strategies that deliver exceptional service, drive revenue through service offerings, and ensure customer satisfaction across all regions.

Key Responsibilities:

• Define and implement a global customer support vision and strategy aligned with business goals.

• Lead and mentor teams across Field Service, Technical Support, Regional Repair Centers, and Service Sales to ensure consistent, high-quality service worldwide.

• Establish and monitor KPIs for response times, resolution rates, service revenue, and customer satisfaction.

• Coordinate efforts with the Factory Repair Center to ensure timely turnaround and manage commercial transactions.

• Drive continuous improvement initiatives, including process optimization and technology adoption.

• Serve as the voice of the customer within the organization, advocating for improvements in products and services.

• Develop programs to enhance customer engagement and loyalty.

• Work closely with Product Management, Engineering, and Sales to resolve complex issues and improve product reliability.

• Coordinate global support efforts to ensure seamless communication and knowledge sharing across regions.

• Manage departmental budgets, staffing plans, and resource allocation to meet service objectives efficiently.

• Create monthly revenue forecasts with a targeted accuracy of 95%

• Develop strategies to grow service revenue through contracts, upgrades, and value-added offerings.

• Partner with Sales teams to identify opportunities and ensure alignment with customer needs.

Qualifications:

• Bachelor’s degree in Engineering, Business, or related field; advanced degree preferred.

• 10+ years of experience in customer support or service leadership roles, preferably in high-tech or scientific instrumentation industries.

• Proven track record of managing global teams and delivering exceptional customer experiences.

• Strong analytical, organizational, and communication skills.

• Ability to travel internationally as needed.

Preferred Skills:

• Experience with Salesforce CRM and support management systems.

• Familiarity with electron microscopy or scientific instrumentation.

• Experience with ERP systems and inventory management systems

• Multilingual capabilities are a plus but not a requirement