Position Purpose

The Director, Service & Support will lead the development and evolution of TAIT's global Service & Support operating model, driving consistency, operational excellence, and sustainable business growth across its business segments.

Initially focused on the fixed installations business, this strategic leadership role will strengthen customer support capabilities, improve service delivery, and expand aftermarket opportunities across TAIT's installed base. The Director will establish scalable processes, systems, and performance standards while partnering with business, commercial, and technical leaders to ensure alignment with customer needs and business objectives.

This role requires a commercially minded leader who can influence a complex organization, lead cross-functional improvements, establish common operating practices, and translate service strategy into measurable business results. The Director will lead through collaboration and influence, working alongside existing business and functional leaders while respecting established reporting structures and commercial responsibilities.

Essential Responsibilities and Accountabilities

Service & Support Strategy and Operating Model

Develop, implement, and continuously improve a common Service & Support operating model across TAIT's business segments, including customer segmentation, service delivery approaches, standard processes, and guidelines for appropriate business-specific adaptations.

Partner with technical support leaders to align service operations with technical intake, issue resolution, escalation processes, and lessons learned from deployed systems.
Monitor adoption and effectiveness of the operating model, identify gaps and opportunities for improvement, and work with business leaders to implement corrective actions.
Establish consistent use of Salesforce Service Cloud to support customer engagement, case management, service history, entitlement tracking, and performance reporting.

Business Growth and Capability Development

Develop a service capability roadmap and establish a measurable view of TAIT's installed base, including customer assignments, service coverage, contract attachment, renewals, revenue, margins, cost to serve, and upgrade opportunities.
Identify opportunities to expand service coverage, strengthen customer relationships, increase recurring revenue, and improve the overall value of the installed base.
Provide business and service-demand insights to business and functional leaders to support resource planning, capacity decisions, and hiring strategies.
Partner with commercial and business leaders to develop service offerings, service levels, contract structures, renewal strategies, and delivery assumptions while business and commercial leaders retain customer and commercial decision authority.

Establish clear roles, responsibilities, decision-making processes, and escalation paths across service operations, technical support, parts and product sales, customer success, and business teams. The Director recommends course corrections and escalates unresolved cross-business risk through the VP, Project Controls.

Parts and Product Sales Operations

Lead and improve the common operating model for direct parts and product sales across business segments, including intake, quoting inputs, Salesforce capture, order handoffs, fulfillment interfaces, and reporting.

Service Operations and Continuous Improvement

Establish consistent expectations for customer relationship management, service case ownership, technical escalation, customer communication, and coordination across support, parts, upgrades, and project teams.
Align Salesforce case definitions, ownership, next steps, customer entitlements, service history, and reporting on customer commitments and service delivery requirements.
Partner with continuous improvement, technical support, and technology teams to streamline workflows and implement appropriate automation and AI-enabled solutions that reduce administrative effort, eliminate repetitive work, and improve response times.
Collaborate with resource management and business leaders to assess operational capacity and service delivery requirements before customer commitments are finalized.
Partner with Finance to establish visibility into installed-base coverage, service contract attachment, customer experience, workload, operational risk, recurring revenue, margins, cost to serve, renewals, and upgrade opportunities.
Use customer feedback, recurring technical issues, service trends, operational inefficiencies, and technology constraints to prioritize improvements to service delivery, documentation, parts availability, upgrades, and standard processes.
Work with Customer Success and Learning & Development teams to identify and address service readiness, onboarding, and training needs.

Cross-Functional Partnerships and Organizational Alignment

Build strong working relationships with business segment leaders, project leadership, commercial teams, and technical functions to understand business needs and ensure consistent application of service standards.

Partner with technical support leaders to improve coordination, issue routing, escalation, follow-through, and customer communication.
Work with existing people leaders to reinforce service capabilities, development priorities, and consistent operating practices across their teams.
Collaborate with Customer Success, Commercial, Finance, Legal, Resource Management, Parts and Supply Chain, Technology, and Salesforce stakeholders to address service readiness, pricing, warranty, capacity, data, systems, and delivery requirements.

Team Leadership and Talent Development

Lead and develop any direct reports assigned to the Service & Support function as the organization evolves.

Establish common onboarding, training, and capability development programs in partnership with Customer Success, Learning & Development, and business leaders.
Identify skill gaps and capability needs across service teams and collaborate with people leaders to support development and consistent performance expectations.
Work through existing people leaders to support adoption of common processes, service standards, Salesforce practices, and effective escalation and decision-making approaches.
Promote a culture of customer focus, accountability, collaboration, continuous improvement, and operational excellence, aligned with TAIT's leadership principles and values.

Qualifications and Experience

Bachelor's degree in Business, Engineering, Project Management, Technical Theatre, Service Operations, or a related field, or equivalent professional experience.
10+ years of experience in service operations, technical customer support, aftermarket services, project delivery, customer success, or a related discipline within a complex technical environment.
Demonstrated experience leading cross-functional service transformation, operational improvement, or service model development in a complex organization.
Experience in fixed installations, cruise, venues, performing arts, theme parks, or comparable long-term technical customer environments. Experience in portable or touring operations is beneficial.
Experience establishing consistent processes and operating standards across multiple business units, locations, or customer environments while allowing for appropriate local or business-specific flexibility.
Strong technical understanding and the ability to work effectively with technical support teams, assess operational risks, ask informed questions, and coordinate specialized resources.
Working knowledge of Salesforce Service Cloud or a comparable CRM and case-management platform.
Commercial understanding of service agreements, warranties, recurring revenue, parts and product sales, renewals, upgrades, and the operational costs associated with customer commitments.
Experience using operational and financial metrics to identify improvement opportunities, evaluate performance, and support business decisions.
Strong communication, collaboration, and stakeholder-management skills, with the ability to influence senior leaders and cross-functional teams without relying on direct reporting authority.
Demonstrated judgment, strategic thinking, and the ability to translate business objectives into practical operating plans and measurable outcomes.

Work conditions of the role are:

Work conditions may involve moderate exposure to unusual elements such as dirt, dust, fumes, unpleasant odors, and/or loud noises
Work environment involves some exposure to hazards or physical risks which require following basic safety precautions
Must be able to wear and properly utilize appropriate personal protective equipment (PPE) to work within or visit areas where required. This includes, safety glasses, reflective vest, ear plugs, steel toed shoes, and other PPE as required by the location

US TAIT Benefits

Competitive medical, dental, and vision insurance plans
Health Savings Account (HSA) with employer contributions (HDHP plans)
Flexible Spending Accounts (Medical & Dependent Care)
Employer-paid life insurance with optional supplemental coverage
Employer-paid Short-term with optional long-term disability insurance
401(k) retirement plan with company match
Paid parental leave
Employee Assistance Program (EAP)
Wellness stipends
Voluntary benefits (e.g., accident, critical illness)
Paid vacation and 12 holidays

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Director, Service and Support