Title: Director, Technical Support & Service Americas, Services Location: Camarillo, CA United States Division: Production Software Job Function: Service Application Workplace Type: Remote Req ID: 2835 Job Description: About the Role The Director, Technical Support & Services Americas will lead and scale a strategic technical services organization across pre-sales, post-sales, implementation, training, and technical support functions for the Americas region. The ideal candidate brings a strong technical and software services background and understands services as a business including profitability, resource planning, revenue recognition, and accurately forecasting services to be performed within a given quarter. Job Responsibilities - Lead technical support, implementation, training, and services organizations across the Americas - Drive operational excellence and services profitability - Accurately forecast services and implementation activities each quarter - Partner with Sales to improve onboarding and customer delivery - Lead customer implementation, software adoption, and training initiatives - Optimize resource planning and headcount allocation - Collaborate with Finance on ROI and operational performance - Build relationships with OEMs, partners, and strategic customers - Lead managers, application engineers, technical support, and technical sales teams - Drive continuous improvement initiatives - Forecasting the service to be delivered by quarter Qualifications - 10-15+ years leading technical support, software services, or implementation organizations - Strong technical background with customer-facing leadership experience - Experience managing software implementation and technical service teams - Experience forecasting services delivery and utilization - Manufacturing software or industrial technology experience preferred - Strong operational and financial business acumen - Ability to bridge technical and commercial organizations Core Skills - Technical Support & Service Operations Leadership - Services Forecasting & Profitability - Manufacturing Software & Technical Services - Customer Implementation & Training - Cross-Functional Leadership - Operational Excellence & Continuous Improvement Work Environment Fully remote role with home office setup. Requires extended computer use and virtual collaboration. Travel 40-60%.

• Communicate with multiple audiences (i.e., partners, team members, and clients) verbally and in writing. • Manage complex calendars and coordinate appointments, meetings and conference calls  • Handle professionally sensitive and confidential business matters and assist with special projects  • Act as a resource for partners and team members • Team player with a positive attitude and works well with multiple personality types • Effectively manage competing priorities • Strong commitment to attention to detail, completion of tasks, and meeting strict deadlines • Work independently and with quick turnarounds • Manage competing priorities • Balance multiple objectives and perform successfully under pressure • Follow instruction in compliance with firm policy requirements and adhere to an existing set of rules and standards • This role is for a night-shift schedule of 8:00AM – 5:00PM CST.

• Coordinate and track incoming IT support requests and incidents; • Support employees with software tools setup; • Assist with onboarding and offboarding processes from the IT side; • Manage user accounts, permissions, and access requests; • Support administration of Jira, and Confluence, Google Workspace, etc; • Assist with managing user groups, permissions, roles, and spaces; • Help maintain workflows, automations, dashboards, and reporting configurations; • Maintain IT inventory, equipment records, and software licenses; • Escalate technical issues to appropriate engineering or infrastructure teams; • Support smooth daily operations of internal tools and workplace technology.

Role Description Phoenix Center is looking for an IT Help Desk Technician to join our dedicated team in Greenville. This full-time remote position is an excellent opportunity for those starting their careers in the healthcare technology sector. As an IT Help Desk Technician, you will play a crucial role in ensuring that our healthcare professionals have the technical support they need to provide exceptional care to our patients. In this entry-level role, you will assist with troubleshooting technical issues, maintaining IT equipment, and providing support to staff across various departments. Your contributions will help enhance our operational efficiency and improve the overall patient experience. We offer a competitive hourly salary range of $25 - $50, along with comprehensive benefits and opportunities for career advancement in the healthcare industry. Responsibilities - Provide first-level technical support to end-users via phone, email, and remote assistance - Troubleshoot hardware and software issues and ensure timely resolution - Assist in the setup, configuration, and maintenance of IT equipment - Document and track support requests using ticketing systems - Collaborate with IT team members to resolve complex issues - Maintain inventory of IT supplies and equipment - Educate users on best practices for technology use - Participate in IT projects as needed to improve service delivery Qualifications - High school diploma or equivalent; relevant certifications are a plus - Basic understanding of computer systems, networks, and software applications - Strong problem-solving skills and a willingness to learn - Excellent communication and interpersonal skills - Ability to work independently and manage time effectively - Familiarity with ticketing systems and remote support tools is a plus - Customer service orientation with a focus on user satisfaction - Knowledge of healthcare IT systems is a plus but not required Benefits - Competitive hourly salary range of $25 - $50 - Comprehensive benefits - Opportunities for career advancement in the healthcare industry Company Description Join our team at Phoenix Center and embark on a journey of growth and innovation. At the Phoenix Center, confidential and effective client care is always our first priority. With over 45 years of experience, we have been caring for the citizens of Greenville County through quality prevention, intervention, and treatment services.