We are seeking an accomplished and customer-obsessed
Head of North America - Field & Customer Support to lead the strategy, organization, and execution of customer and field support across the United States and Canada. This leader will own the customer support experience from A to Z: startups, field demos, support deployment, technical issue resolution, training, escalation, and long-term customer success. The role will directly lead a US-based field organization and in-house Tech Support team, while working constantly across the company to ensure DCI customers receive the best products and best support in the industry.
The ideal candidate is a highly visible, positive, operational leader with a good sense of humor. A deep understanding of the demanding, time-sensitive, high-pressure environments our customers work in is a must. These environments are unforgiving, and equipment uptime directly impacts their business. The ideal candidate will bring a strong combination of customer and dealer empathy, technical prowess, industry relationships, operational rigor, and leadership capability to continually raise the standard for DCI's support organization.
Key Responsibilities:Lead the North American Support Strategy- Develop and execute DCI's North American Field & Customer Support strategy in alignment with company objectives.
- Establish a scalable support model capable of supporting DCI's growing customer and dealer base.
- Support clear field and internal support standards, operating rhythms, escalation paths, and performance expectations.
- Ensure customers and dealers receive a consistent, high-quality experience across phone, digital, field, training, and technical support channels.
- Represent the voice of the customer in company-wide strategic and product decisions.
Lead and Develop the Field Organization- Provide leadership to DCI's North American Field Support organization.
- Optimize geographic coverage, staffing, travel, workload, and resource allocation.
- Ensure field representatives have the training, tools, product expertise, and resources necessary to support customers effectively.
- Develop a strong culture of ownership, responsiveness, technical excellence, and customer advocacy.
- Build succession plans and develop the next generation of DCI field and support leaders.
- DCI's North American field organization provides hands-on customer and contractor support across multiple territories, including jobsite assistance, product education, demonstrations, and technical support.
Elevate Customer Support- Lead the evolution of DCI's customer support organization and operating model.
- Ensure customers have rapid access to knowledgeable support, particularly when equipment issues affect active drilling operations.
- Improve escalation management, issue resolution, and communication across the customer journey.
- Establish mechanisms to identify recurring customer issues and drive them to permanent resolution.
- Partner with Customer Service team to continuously improve support processes and customer service capabilities.
- DCI currently provides 24/7/365 customer support through experienced customer service personnel, reflecting the critical importance of uptime to its customers.
Strengthen the Dealer and Customer Experience- Partner with DCI's dealer network to ensure consistent customer support and technical expertise throughout North America.
- Establish clear roles and expectations between DCI, dealers, and customers.
- Develop programs that increase dealer and customer product knowledge, confidence, and adoption.
- Use customer and field feedback to identify opportunities for improved products, training, documentation, and support.
- Build strong relationships with customers and dealers and serve as an executive escalation point when appropriate.
Drive Operational Excellence- Establish and manage KPIs covering customer satisfaction, response time, resolution time, field utilization, first-time resolution, escalation volume, training effectiveness, and cost-to-serve.
- Use data and customer feedback to identify trends and prioritize improvements.
- Standardize processes while preserving the responsiveness and hands-on culture that differentiates DCI.
- Identify opportunities to leverage technology, automation, knowledge management, and digital support tools.
- Develop annual operating plans and budgets for the North American support organization.
Partner Across DCI- Collaborate with Product Management and Engineering to communicate customer needs and field insights.
- Partner with Quality and Manufacturing to identify and resolve systemic product issues.
- Work with Marketing to support product launches, demonstrations, customer education, and market development.
- Collaborate with Manufacturing and RMA to provide feedback translating into measurable product and business improvements.
Who You Are:- Customer obsessed - Understands the realities of DCI's customers and makes decisions based on their success.
- Field oriented - Comfortable getting out of the office, visiting jobsites, listening to contractors, and understanding problems firsthand.
- Operationally disciplined - Creates clarity, metrics, accountability, and repeatable processes without creating unnecessary bureaucracy.
- Technically credible - Able to understand complex products and technical issues and earn the respect of field teams, dealers, engineers, and customers.
- A builder of people - Develops leaders, creates accountability, and builds a culture where talented people can thrive.
- Collaborative - Breaks down functional silos and creates strong partnerships across DCI.
- Decisive and pragmatic - Can make sound decisions quickly when dealers or customers are dealing with time-sensitive field issues.
Requirements- 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.
Preferred Experience:- Experience in horizontal directional drilling, trenchless technology 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- Unparalleled health benefits (PPO plan with no deductibles, no co-pays, DCI covers 99% of costs)
- Quarterly bonuses: we all share in the success of the company
- 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 (we are closed the last week of each year)
- See more benefits information here.
Compensation:- DCI is proud to offer comprehensive compensation packages including competitive base pay and discretionary quarterly profit sharing bonuses to all part-time and full-time team members. Base pay is reviewed at a minimum on an annual basis.
- Pay range: $168,700 - 224,700 per year. To ensure equity, our compensation philosophy is to bring people into new roles in the range of the mid-point of that role. Factors considered for pay include the level of skill, experience, training, external market factors, and internal value.
- Profit sharing bonus: Over the last 3 years, quarterly bonuses ranged between 11% and 17%. Future bonuses could be higher or lower depending on company profits.
