Description:
Who we are
Directed Technologies is an award-winning connected vehicle technologies provider with a portfolio of next generation telematics programs, multimedia audio visual navigation systems, automotive approved accessories and cutting-edge analytics platforms. Our engineering solutions extend to incorporate next-generation vehicle and fleet analytics services, including predictive/dynamic maintenance, video analytics, Business Intelligence insights and IoT based asset tracking. We create solutions that promote safety, security, efficiency, quality, proactive insights and ultimately, can save lives.
With a customer network of 20+ vehicle manufacturers and the biggest fleets across Australia, New Zealand, Asia, South America and South Africa; if you’re seeking to join a company that is a market leader, offers opportunities for growth and a focus on your development and success, now is the time to join Directed.
About the role
As our Head of Support, you will lead a geographically dispersed team to elevate the customer experience across Directed Technologies’ global accounts, driving operational excellence, streamlining processes, and fostering a culture of innovation. You’ll play a pivotal role in enabling business growth by implementing impactful solutions that enhance team performance, resolve complex challenges, and empower customers to succeed. This is an opportunity to shape the future of support, making a lasting impact on the company’s success. The role will focus on the core areas of strategic leadership, customer and partner engagement, operational excellence and innovation, and supporting business growth.
Meet your new team
Our Operations team plays a pivotal role in shaping Directed Technologies’ success. This innovative team owns the customer experience post deployment including system availability, issue resolution, device installation and responding to customer requests for general support. Working within a dynamic environment, the OE Operations team collaborates with Sales, Engineering Development, Production and Service teams to deliver outstanding service to our customers globally. Key to the team’s success is delivering high levels of customer engagement and understanding that the solutions we provide; embeds as a critical part of their business.
How you will make an impact
Leading a team of Technical Support Representatives, Customer Success, Telematics and Installation Services specialists, the Head of Support will manage critical customer support activities, ensuring world-class service and fostering long-term customer loyalty. Additionally, this role will see you:
- Serve as a key liaison between B2B customers, internal teams, and stakeholders for operational support, ensuring alignment with company goals and contract SLA’s.
- Own and lead support functions, ensuring processes are scalable to meet the demands of business growth.
- Drive service delivery initiatives that streamline workflows and reduce inefficiencies, leading to improved customer satisfaction.
- Act as the voice of the customer for all global accounts, providing valuable feedback to leadership teams and contributing to strategic decision-making.
- Proactively resolve customer challenges, utilising data-driven approaches to implement sustainable support solutions.
- Implement and/or enhance cutting-edge tools and technologies to drive continuous improvement in support operations.
- Monitor and evaluate KPIs to ensure efficient, scalable support systems that meet evolving business needs.
- Support new market entry by ensuring operational readiness and compliance with local regulations.
The successful candidate
Our ideal candidate for the Head of Support role will confidently demonstrate:
- 5+ years proven leadership experience in providing global B2B customer support, operations, and business expansion, preferably in the electronics or technology sector.
- Experience in managing cross-functional support teams, collaborating with various departments such as sales, engineering, marketing, and product management to drive strategic initiatives.
- Demonstrated success in optimising processes and implementing scalable systems to improve customer satisfaction and operational efficiency.
- A track record of successfully leading large-scale projects, such as system rollouts or process improvements, that directly impact customer experience.
- Strong experience in using data-driven decision-making, including tracking and analysing key performance metrics (e.g., NPS, KPIs) to drive results.
- Knowledge of operational process frameworks (i.e. ITIL) and their successful implementation and utilisation.
- Experience with data analytics tools to track customer trends, service KPIs and operational performance.
Perks & Benefits
Why Directed? You’ll be part of a company that puts your personal and professional growth, wellbeing, and success first. We are a diverse and inclusive team dedicated to helping one another achieve our goals and driving customer success. We love to connect and interact socially with regular company-wide events, and we focus on giving back to our communities through charities.
This full-time role offers a competitive salary, being able to work from modern offices based in Tullamarine, have significant product discounts, salary packaging perks, opportunities to travel overseas and more. There’s a lot to look forward to, when you join our team!
Next steps
Like what you’ve read so far? Keen to progress your career in an exciting new role and lead our Support team to deliver customer success? APPLY NOW as we would love to see your application to discuss this, or other potential future roles.