Director of Technical Support
hace 9 días
Omaha
Job Description Akkodis is seeking a Director of Technical Support for an FTE position in Omaha, NE. This position is on-site 5 days a week. JOB DESCRIPTION: We’re reshaping how electrical contractors and distributors connect, purchase, and operate. Our cloud-based platform streamlines procurement and tool management, giving contractors the visibility and efficiency they need to focus on what they do best—building the future. We’re looking for aDirector of Technical Support to lead our growing Technical Support organization. This leader will be responsible for defining the vision, strategy, and structure of our Support function—building a high-performing team that delivers world-class customer experiences and ensures seamless integration and adoption of our platform. What You’ll Do Lead, mentor, and scale the Technical Support team, including Technical Support Specialists and Integration Support roles. Develop and execute support strategies, service-level standards, and best practices that drive customer satisfaction and operational excellence. Oversee complex EDI/API integrations, collaborating with Supplier Integration Managers and client IT teams to ensure reliability and efficiency across our growing customer base. Implement tools and processes that enhance visibility, tracking, and resolution of support cases—ensuring data-driven decision-making and continuous improvement. Partner cross-functionally with Product, Engineering, and Customer Success to surface customer insights, drive root cause analysis, and influence product roadmap priorities. Monitor team performance using KPIs such as response time, resolution rate, NPS, and integration uptime, and report on key trends to leadership. Champion the customer voice, advocating for scalable solutions that improve user experience and prevent recurring issues. Build and maintain documentation standards, ensuring customers and internal teams have clear, up-to-date technical references. Drive innovation in support operations through automation, training, and proactive issue detection. Who You Are A seasoned technical leader with experience managing or building Support or Integration teams in a SaaS or technology-driven organization. Deeply familiar with software integrations (EDI, API, Punchout, or related systems) and comfortable guiding others through complex technical challenges. A strategic thinker who can balance hands-on problem-solving with leadership, coaching, and operational scaling. A clear, empathetic communicator—skilled at translating technical concepts for both customers and executives. Analytical and data-driven, with a strong grasp of metrics, process optimization, and customer feedback loops. Collaborative and adaptable, thriving in a fast-moving, cross-functional startup environment. Bonus points if you have: Prior experience leading a support function in a high-growth SaaS or construction tech company. Familiarity with ERP systems used in distribution or construction. A degree in Computer Science, IT, or a related field. Selling points: We’re a team of contractors, distributors, and tech professionals who came together to solve real industry problems. With roots in the field, we understand the challenges our customers face—and we’re passionate about building solutions that make their lives easier. Fast-growing company at the intersection of construction and technology. Mission-driven: advancing technology adoption in construction to deliver efficiency, visibility, and better communication. Salary: $110-140k If you are interested in this role, then please click APPLY NOW. For other opportunities available at Akkodis, or any questions, feel free to contact me at Equal Opportunity Employer/Veterans/Disabled Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client. To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit " target="_blank">. The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: · The California Fair Chance Act · Los Angeles City Fair Chance Ordinance · Los Angeles County Fair Chance Ordinance for Employers · San Francisco Fair Chance Ordinance Pay Details: $110,000.00 to $140,000.00 per year Equal Opportunity Employer/Veterans/Disabled Military connected talent encouraged to apply To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: • The California Fair Chance Act, • Los Angeles City Fair Chance Ordinance, • Los Angeles County Fair Chance Ordinance for Employers, • San Francisco Fair Chance Ordinance Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Company DescriptionGlobal Footprint, Local Impact: As part of the world's second-largest ER&D company, you'll join a network of 50,000 professionals across 30 countries, each contributing to impactful projects worldwide while benefiting from a close-knit community at a local level. Diverse Career Paths: With services ranging from specialist recruitment to cloud infrastructure and sustainability, Akkodis offers a multitude of career paths. Whether you're a software developer, data analyst, or sustainability expert, there's a place for your skill set. Commitment to Innovation: Innovation is our cornerstone. With continuous investments in analytics and market intelligence, we not only predict the future of technology – we create it. Your ideas and innovations will have the space to flourish. Continuous Learning and Development: The Akkodis Academy offers unrivaled opportunities for learning and professional growth, ensuring you remain at the forefront of your field. Our culture values continuous improvement, both for our company and for your career. Inclusive and Collaborative Culture: We believe in the power of diverse perspectives and collaborative work environments. At Akkodis, you'll find a community where inclusivity drives innovation and where every voice is heard. Our Evolution and Your Role in It Akkodis emerged from the strategic merger of AKKA Technologies and Modis in 2023, under the Adecco Group. This fusion created a powerhouse in digital engineering and technology, blending European engineering finesse with global technological capabilities. As we write our next chapter, your skills and vision will be instrumental in driving our continued success. Empowering the Future We're not just creating solutions; we're empowering industries to be more efficient, sustainable, and forward-thinking. Our work in industrial automation, product development, and custom software solutions is setting new standards in technology and engineering. Join the Akkodis Community At Akkodis, you're more than just an employee – you're a vital part of a community shaping the future. We're excited to see where your expertise can take us. Discover where you fit in our diverse range of opportunities and start engineering a smarter future with us today.Global Footprint, Local Impact: As part of the world's second-largest ER&D company, you'll join a network of 50,000 professionals across 30 countries, each contributing to impactful projects worldwide while benefiting from a close-knit community at a local level.\r\n\r\nDiverse Career Paths: With services ranging from specialist recruitment to cloud infrastructure and sustainability, Akkodis offers a multitude of career paths. Whether you're a software developer, data analyst, or sustainability expert, there's a place for your skill set.\r\n\r\nCommitment to Innovation: Innovation is our cornerstone. With continuous investments in analytics and market intelligence, we not only predict the future of technology – we create it. Your ideas and innovations will have the space to flourish.\r\n\r\nContinuous Learning and Development: The Akkodis Academy offers unrivaled opportunities for learning and professional growth, ensuring you remain at the forefront of your field. Our culture values continuous improvement, both for our company and for your career.\r\n\r\nInclusive and Collaborative Culture: We believe in the power of diverse perspectives and collaborative work environments. At Akkodis, you'll find a community where inclusivity drives innovation and where every voice is heard.\r\n\r\nOur Evolution and Your Role in It\r\n\r\nAkkodis emerged from the strategic merger of AKKA Technologies and Modis in 2023, under the Adecco Group. This fusion created a powerhouse in digital engineering and technology, blending European engineering finesse with global technological capabilities. As we write our next chapter, your skills and vision will be instrumental in driving our continued success.\r\n\r\nEmpowering the Future\r\n\r\nWe're not just creating solutions; we're empowering industries to be more efficient, sustainable, and forward-thinking. Our work in industrial automation, product development, and custom software solutions is setting new standards in technology and engineering.\r\n\r\nJoin the Akkodis Community\r\n\r\nAt Akkodis, you're more than just an employee – you're a vital part of a community shaping the future. We're excited to see where your expertise can take us. Discover where you fit in our diverse range of opportunities and start engineering a smarter future with us today.