• Record in the system clearly, accurately and in detail the description of the actions taken during each service. • Keep the TMs informed about the entire lifecycle of their request (from opening to closure). • Strong communication skills, professional demeanor and a customer-service focus. • Ability to resolve or provide guidance for medium-complexity issues.

• Serve as the primary technical point of contact for designated accounts, providing proactive monitoring and high-touch engagement. • Take end-to-end ownership of critical incidents in large-scale deployments, performing deep-dive analysis across the full software stack. • Collaborate directly with escalation and development teams to reproduce complex bugs and analyze system logs. • Partner with customers through every phase—from pre-sales POCs and onboarding to production scaling. • Translate unique customer challenges into scalable solutions by authoring internal and external KB articles and leading knowledge-sharing sessions.

• Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions. • Diagnose and resolve customer-reported problems. • Collaborate with engineering, product, and sales teams to escalate and resolve intricate technical challenges. • Assist in the deployment and optimization of customer environments. • Monitor and respond to support tickets in a timely manner. • Mentor junior team members and contribute to internal training resources. • Stay abreast of emerging technologies and industry trends.

Role Description The Global Director, Facility & Engineering Support will lead and drive the delivery of our technical services program, including critical environments, building engineering, asset planning, maintenance and repair, CMMS, and energy management across a dispersed global portfolio for a client who is a market leader in the technology industry. This role will be responsible for the global engineering & operations program, developing a thorough understanding of client’s business strategies and aligning the account team to support those objectives. We are seeking a forward-thinking Global Director, Facility & Engineering Support to lead the strategy, execution, and continuous improvement of our technical and operational functions. This role is responsible for driving program development, innovation, optimizing performance, and ensuring operational excellence across complex, critical environments. The ideal candidate combines strong engineering acumen with exceptional leadership skills to deliver scalable solutions, streamline processes, and guide high‑performing teams in achieving organizational goals. Qualifications - BA/BS degree required, Advanced degree strongly preferred - 15+ years in Facilities Engineering or technical services management, including outsourced facility management and mobile engineering - Demonstrated experience building global programs; Six Sigma Green Belt Certification, Black Belt Preferred - PE license preferred - Technology: Expertise with asset management/CMMS platforms, highly proficient with MS Office Suite, including ability to perform Internet based research - Excellent oral and written communication and presentation skills required - Strong competency in strategic planning, execution and business acumen - Competency in Resource Allocation and Implementation - Accomplished relationship management and interpersonal skills - Excellent organizational abilities required - Team strategic development and leadership experience Requirements - Establish the vision and strategy of the account’s Engineering & Operations service line and ensure the client receives exceptional service - Create community of practice of technical resource leaders across the account to drive consistency, training, and auditability to service delivery - Ensure a high level of client satisfaction, establishing and managing the service delivery and vendor teams, delivering key initiatives as well as ensuring consistency in processes, reporting and operational delivery - Updates senior management on issues or risks related to the engineering & operation program and presents solutions - Identify opportunities for delivery, service quality, innovation and process improvement on an ongoing basis - Manage and enhance a sustainable performance measurement for internal benchmarking and identify industry data to leverage for external benchmarking - Develop and maintain relationships with internal leadership driving the operational and strategic goals of both the client & associated stakeholders - Consult with customers on changing industry trends/projections/budget planning/etc. - Actively manage and mentor future leadership and management of the engineering and operations organization. Work to identify top talent and focus on the development and retention of these key players. - Work with teams to design reporting products to meet the client’s unique requirements - Implement standard processes and best practices that maximize efficiencies - Manage the client's assets in the most profitable and/or cost-effective manner and consistent with the management contract and account plan for each property - Develop and maintain technical proficiency, industry knowledge and communication skills to provide timely information on all property-specific issues as well as keeping the client informed of important developments and trends in the property and facility management industry - Promote and adhere to all established policies and procedures related to standard assignment deliverables, business conduct and integrity while ensuring ongoing quality management of all C&W’s Engineering & Operations Program offering - Travel at ~15-20%, primarily to Austin, TX office location Benefits - Health, vision, and dental insurance - Flexible spending accounts - Health savings accounts - Retirement savings plans - Life and disability insurance programs - Paid and unpaid time away from work - Competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements