Director, Product Support

The Director of Sortation Service Engineering & Technical Support is a senior leadership role responsible for driving the strategic direction, performance, and continuous improvement of BlueCrest’s sortation equipment service organization. This role oversees the engineering support, field technical support, escalations, documentation, and service readiness functions that ensure the reliability, performance, and customer satisfaction of BlueCrest’s sortation solutions.

The ideal candidate is a strong technical leader with deep expertise in electromechanical systems, automation, or parcel/logistics sortation technologies, combined with proven experience building high-performing service engineering teams and collaborating cross‑functionally across product, R&D, operations, and customer delivery.

CORE RESPONSIBILITIES

Leadership & Strategy

• Provide strategic direction and leadership for all sortation service engineering and technical support functions.
• Develop and implement long‑term service strategies that improve system uptime, reduce service cost, and elevate customer experience.
• Partner closely with Product Management and R&D to influence product roadmaps based on service data, field insights, and customer requirements.
• Build, lead, and mentor a team of service engineers, technical specialists, and support personnel.

Technical Support & Escalations

• Serve as the top-level escalation point for complex technical issues impacting sortation systems in the field.
• Lead root‑cause analysis initiatives and drive corrective action plans with engineering and manufacturing teams.
• Oversee the creation and deployment of advanced troubleshooting tools, diagnostic standards, and service best practices.
• Ensure timely and effective resolution of critical customer issues, including onsite support as needed.

Service Engineering & Readiness

• Oversee service readiness activities for new sortation products and releases, including service documentation, training materials, parts lists, and maintenance procedures.
• Manage lifecycle support for installed sortation systems, including parts obsolescence, performance upgrades, and retrofits.
• Drive continuous improvement initiatives to enhance system reliability, reduce MTTR, and improve overall equipment effectiveness.

Collaboration & Cross‑Functional Alignment

• Partner with Solutions Engineering, Delivery, Customer Success, and Sales to ensure technical alignment pre‑ and post‑installation.
• Collaborate with manufacturing and supply chain teams to ensure availability of critical components and updated service kits.
• Ensure communication of field performance metrics, emerging issues, and reliability trends across the organization.

Operational Excellence

• Develop and track KPIs for service performance, issue resolution, system reliability, and customer satisfaction.
• Manage departmental budget, resource planning, and vendor/partner relationships.
• Ensure compliance with safety, regulatory, and quality standards across all service engineering processes.

FUNCTIONAL ACCOUNTABILIITES / WORK ACTIVITIES OF ROLE

• Take the lead on developing relationships with key stakeholders that enable a trusted partner status individually and for BlueCrest as a service and technology provider.
• Work with Service & Sales Leaders to define a client engagement plan to maintain excellent service levels and a solid growth pipeline.
• Identify the capability and processes required to support the delivery of service across the client’s enterprise and ensure any gaps are addressed with changes required managed through an action register.
• Review, analyze and forecast data to determine account progress toward stated goals and objectives.

KEY RELATIONSHIPS

Reports to Position Title: VP of Solutions Engineering and Delivery

Scope of Responsibility: North American focused with responsibility to collaborate and contribute to Global projects and frameworks.