Technical Support Director

Job Overview

Post Date
Job Function
Technical Service & Support
Mexico City

About the Position




Title of position: Technical Support Director

Name of Department: Technical Support

Location: Mexico City

This position reports to: General Manager

Number of direct reports (and total number of team members) reporting to this position: 7 direct reports

Position Summary

Lead the national customer support organization

Key Accountabilities

  • Responsible for the annual budget of your department (builds and presents it to the general management for approval.
  • Designs and maintains a communication strategy that allows the work team to clearly identify the objectives of the service, area or unit under their direction
  • He is responsible for the day-to-day management and activity of his department (he follows the process closely)
  • He is responsible for the selection of personnel in his department (defines the desired profile)
  • Plan, organize, supervise and guide the different work areas in which the Technical Support is structured
  • Ensure the correct attention to internal and / or external clients, the search for information about their problems, the alternatives to solve them and their advice
  • Encourage and motivate the work team that makes up your team
  • Develops the team of staff in charge, due to the strategic value they contribute to the general management of the organization and the service objectives
  • Anticipate critical points of a situation or problems, establishing controls and coordination mechanisms and seeking external information to ensure the quality of the processes
  • Guides the action of the team of people considering the values ​​and objectives of the organization, turning them into service objectives, achieving the adherence of the team members and integrating their opinions
  • Acts effectively and efficiently, establishes systems to improve management and results in the area, designing work methods that guarantee excellent performance
  • Maintains alignment between corporate and local goals through constant communication between parent company and country leaders

Budget managed (if applicable)


Internal Networking/Key relationships

To be determined based on department needs, to include interactions such as:

  • All areas

Skills & Capabilities:

  • Experience in a similar position (Technical Management) of at least 4 years
  • Attitude and experience in dealing with clients
  • Experience in managing multidisciplinary groups, subject to great pressure
  • Total professional experience, more than 10 years
  • Vision of living in a global world, having a strong international vision
  • Initiative and imagination (dynamic, flexible and enthusiastic)
  • Organized (tenacious, ordered with self-control)
  • Critical and intuitive reasoning
  • Able to motivate, organize and lead their team
  • Communicator (know how to listen and know how to summarize)
  • Business orientation (participates in business meetings)
  • Strategic thinking
  • Training: degree in biomedical engineering, electronics, telecommunications, computer science and / or biology
  • Complementary training at MBA level, highly recommended
  • Advanced level of English

Werfen People Manager Competencies: (applicable if in a People Manager Position)

The following competencies form part of the competency model for People Manager at Werfen and form part of our mindset around People Management and Leadership.  We expect all People Managers of Werfen not only to demonstrate, but also to constantly continue to develop, the following competencies:


  • Building Talent: Planning and supporting the development of individuals’ knowledge, skills, and abilities so that they can fulfill current or future job responsibilities more effectively.
  • Customer Focus: Ensuring that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities, crafting and implementing service practices that meet customers’ and own organization’s needs; promoting and operationalizing customer service as a value.
  • Decision Making: Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.
  • Driving for Results: Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
  • Driving Innovation:  Creating an environment (culture) that inspires people to generate novel solutions with measurable value for existing and potential customers (internal or external) ; encouraging experimentation with new ways to solve work problems and seize opportunities that result in unique and differentiated solutions.
  • Emotional Intelligence Essentials: Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others’ emotions and behavior; leveraging insights to effectively manage own responses so that one’s behavior matches one’s values and delivers intended results.

Min Knowledge & Experience required for the position:

  • Education: Degree in biomedical engineering, electronics, telecommunications, computer science and / or biology
  • Experience:
    • Experience in a similar position (Technical Management) of at least 4 years
  • Total professional experience, more than 10 years


  • Additional Skills/Knowledge:
    • Complementary training at MBA level, highly recommended
    • Language: Advanced English

International Mobility:

  • Required: No

Travel requirements:

  • Up to 20% of time


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