Head of North America – Field & Customer Support

Digital Control Incorporated

. Develop and execute DCI's North American Field & Customer Support strategy .

Posted 9/25/2026full-timeKent • Washington • United StatesLead💰 $168,700 - $224,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and executing customer support strategies, optimizing field operations, and leading geographically distributed teams. Proven ability to establish metrics, manage escalations, and drive organizational transformation in technical support environments.

Highest-signal resume keywords

Field Support Strategy DevelopmentCustomer Escalation ManagementLeadership of Geographically Distributed TeamsEstablishment of Operating MetricsExperience in Heavy Equipment Industry

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

BudgetingResource PlanningTechnical Support ManagementField Service Organization ScalingCustomer Experience ImprovementProcess StandardizationKPI ManagementIssue ResolutionTraining DevelopmentData Analysis

Soft Skills

Excellent CommunicationExecutive-Level Relationship BuildingCustomer AdvocacyOwnershipResponsiveness

Tools & Technologies

CRM PlatformsField-Service Management SoftwareCustomer-Support ToolsKnowledge Management SystemsDigital Support Tools

Industry Keywords

Field SupportTechnical SupportConstruction EquipmentHeavy EquipmentIndustrial TechnologyUtilitiesHorizontal Directional DrillingTrenchless TechnologyDealer Business ModelsEquipment Distribution

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Bachelor's degree in Business, Engineering, Operations, or a related discipline; advanced degree preferred
12+ years of progressive leadership experience in field, technical support, customer experience, operations, industrial technology, HDD equipment, or a related environment
10+ years leading managers and geographically distributed teams
Demonstrated success building or scaling a field service or customer support organization
Strong experience managing customer escalations and complex technical-service environments
Experience in construction equipment, heavy equipment, industrial technology, utilities, or a related industry
Proven ability to establish operating metrics, processes, and accountability systems
Demonstrated financial and business acumen, including budgeting and resource planning
Excellent communication and executive-level relationship-building skills
Willingness and ability to travel extensively throughout North America
Experience in horizontal directional drilling or trenchless technology is a bonus
Familiarity with contractor, dealer, and equipment-distribution business models
Experience supporting technically sophisticated products used in demanding field environments
Experience integrating service, technical support, training, warranty, and customer service functions
Experience using CRM, field-service management, customer-support, or knowledge-management platforms
Experience leading organizational transformation or significant operational growth

Benefits

Comp & perks

Unparalleled health benefits (PPO plan with no deductibles, no co-pays, DCI covers 99% of costs)
Quarterly bonuses / discretionary quarterly profit sharing bonuses
Professional development
401k match (3% match from DCI regardless of participation, 5% maximum match, 100% vested immediately)
22 days PTO
Parental leave
Company covers 100% of payroll taxes for state family medical leave
11 annual paid holidays plus 1 floating holiday
Winter break (closed the last week of each year)
Open forest-like work environment
Gaming days, Lego challenges, and ping pong matches
Dogs allowed at work
Monthly catered lunches
Fully stocked snack area
Sporting tickets
Wellness competitions