Digital Control Incorporated

Customer Support

• Develop and execute DCI's North American Field & Customer Support strategy
• Establish a scalable support model for DCI's growing customer and dealer base
• Define field and internal support standards, operating rhythms, escalation paths, and performance expectations
• Ensure consistent support across phone, digital, field, training, and technical support channels
• Represent the customer voice in strategic and product decisions
• Lead DCI's North American Field Support organization
• Optimize geographic coverage, staffing, travel, workload, and resource allocation
• Ensure field representatives have appropriate training, tools, product expertise, and resources
• Build ownership, responsiveness, technical excellence, and customer advocacy within the organization
• Build succession plans and develop future field and support leaders
• Lead the evolution of DCI's customer support organization and operating model
• Improve escalation management, issue resolution, and customer communication
• Identify recurring customer issues and drive permanent resolution
• Partner with Customer Service to improve support processes and capabilities
• Partner with dealers to ensure consistent customer support and technical expertise throughout North America
• Establish clear roles and expectations among DCI, dealers, and customers
• Develop programs that increase dealer and customer product knowledge, confidence, and adoption
• Use customer and field feedback to improve products, training, documentation, and support
• Serve as an executive escalation point for customers and dealers
• Establish and manage KPIs for satisfaction, response time, resolution time, field utilization, first-time resolution, escalation volume, training effectiveness, and cost-to-serve
• Use data and customer feedback to prioritize improvements
• Standardize processes while preserving responsiveness and hands-on support
• Leverage technology, automation, knowledge management, and digital support tools
• Develop annual operating plans and budgets
• Collaborate with Product Management, Engineering, Quality, Manufacturing, Marketing, and RMA to translate customer and field insights into product and business improvements

Head of North America – Field & Customer Support