Executive Director, Customer Support
Full‑Time • Exempt • Hybrid (Cypress, CA)
We are seeking a results‑driven, execution‑focused Executive Director, Customer Support to provide end‑to‑end leadership and P&L ownership across Multiquip’s service, support, and customer‑facing operations. This role is responsible for aligning customer experience, operational execution, and financial performance across ServicePlus, Field Service, Tech Support (MTAC), Parts, Kitting, and MQ ICON.
The Executive Director will lead with a strong customer‑centric mindset, translating strategy into measurable outcomes that drive revenue growth, margin expansion, operational consistency, and long‑term customer loyalty. This role partners closely with executive peers and key customers to ensure scalable, repeatable execution that delivers both financial and customer results.
What You’ll Do
Customer Experience & Strategy Execution
- Lead the MQ Sphere business plan, placing Customer Experience at the center of service delivery, support execution, and parts ordering through speed, clarity, reliability, and consistency.
- Translate enterprise strategy into clear priorities, operating plans, and measurable goals across service and support teams.
- Deliver consistent execution through small, repeatable wins that reinforce accountability, ownership, and momentum.
Service, Support & Revenue Growth
- Scale ServicePlus as a billable, managed service offering while maintaining Field Service focus on warranty and execution‑specific onsite work.
- Position Tech Support (MTAC) as both an execution engine and monetization capability through diagnostics, upselling, and billable remote services.
- Ensure Maintenance Kits operate as a standardized, scalable, revenue‑generating product offering through bundling, lifecycle management, and tight integration with service and parts workflows.
- Drive service and parts revenue growth using predictive analysis and data‑driven insights.
Financial & Operational Leadership
- Own full P&L responsibility, driving revenue growth, margin performance, cost control, and return on investment.
- Establish a consistent operating cadence with standardized metrics, performance reviews, and accountability tied directly to financial and customer outcomes.
- Make headcount and investment decisions based on measured results and data, not fixed assumptions.
Cross‑Functional & Customer Partnership
- Collaborate with executive peers, operational leaders, and key customers to strengthen relationships and improve outcomes.
- Translate customer needs into scalable, repeatable operating solutions.
- Lead change initiatives that simplify complexity, standardize execution, and improve enterprise‑wide service delivery.
Leadership & Talent Development
- Develop leaders who think beyond functional silos and understand the impact of decisions on customers, profitability, and execution.
- Foster a culture of urgency, accountability, and continuous improvement across teams.
What You Bring
Experience & Education
- Bachelor’s degree (B.A. or equivalent) required
- 8–10 years of progressive leadership experience in service, support, operations, or customer‑facing environments
- Demonstrated ownership of P&L results, including revenue growth, margin expansion, and cost control
- Exceptional customer service leadership experience
Business & Leadership Skills
- Strong business, financial, and operational acumen
- Proven ability to translate strategy into execution with measurable outcomes
- Experience leading change, simplifying complex operations, and standardizing processes
- Ability to use operational and financial metrics to guide staffing, investment, and execution decisions
- Strong cross‑functional leadership and executive‑level communication skills
Work Style & Problem Solving
- Ability to manage multiple priorities and remain effective under pressure
- Strong sense of urgency with disciplined execution
- Ability to solve practical problems in environments with limited standardization
- Ability to interpret written, verbal, diagram, and schedule‑based instructions
Physical Requirements
- Regularly required to sit for extended periods (8‑hour workday)
- Frequent use of phone, computer, reading, writing, and typing
- Frequently required to talk and hear
- Occasionally required to stand, walk, and reach with hands and arms
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions
Compensation & Benefits
- $200,000.00-$230,000.00/yr
- 11 paid Holidays
- Generous Paid Time Off — accrue up to 4 weeks per year
- Excellent Benefits Package starting the 1st of the month after 30 days of employment, including:
- Medical, Dental & Vision (including orthodontics)
- Company‑paid Life, AD&D, Short‑Term & Long‑Term Disability
- Flex Spending Account (FSA), accident plans, and supplemental options
- 401(k) Retirement Plan
- Tuition Reimbursement up to $5,250 annually
- MetLife Hyatt Legal and AFLAC plans
- Employee Assistance Program
Multiquip provides competitive pay and benefits and supports our employees through our values of safety, integrity and respect.
Employment is subject to pre-employment physical, drug-screening and background investigation. E-Verify (www.dhs.gov/E-Verify) is used to verify a candidates’ legal right to work in the U.S.
Multiquip Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will received consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected class.
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