Head of Product Support Operations

Why work for Wittenbach?

Experience a rewarding career with Wittenbach and enjoy a competitive benefits package:

• Health Insurance: Medical, dental, and vision coverage
• Financial Protection: Identity theft protection and voluntary life insurance
• Time Off: Generous PTO starting up to 120 hours after 30 days of employment, plus paid holidays (including your birthday)
• Employee Support: Access to the Employee Assistance Program and Employee Assistance Fund
• Retirement Savings: 401(k) retirement plan with employer match
• Flexible Spending: Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Life Insurance: Employer-paid life insurance, short-term disability, and long-term disability
• Professional Development: Paid training opportunities and Education Assistance Program
• Referral Bonus: Earn up to $5,000 for referring new employees
• Transportation: Bi-weekly Auto Allowance
• Incentive: This position is eligible for an annual incentive bonus

Description:

Since 1974, Wittenbach has been a leading provider of innovative cash automation and security solutions for financial institutions. Our commitment to customer satisfaction and delivering results has driven our growth. With over 200 highly trained service professionals throughout our service area, we ensure rapid response to our customer’s service needs. The corporate office is in Sparks, Maryland along with regional operations in Hunt Valley, MD, Coatesville, PA and Charlotte, NC. Our Sales and Service footprint spans the Mid-West and East Coast.

Job Summary:

The Director of Product Support Operations leads the company's core Managed Service Operations and our primary service and customer support functions, including centralized technical support, managed services, alarm monitoring, and the knowledge center. This role is responsible for uniting all product and service support operations—from electronic security to cash security and ATM services—into a cohesive organization. The VP will set a strategic direction, drive operational excellence, and build scalable managed service offerings that boost customer satisfaction, improve efficiency, and increase recurring revenue. A qualified candidate will be located near our Corporate Offices in Sparks, MD or Charlotte, NC.

This position will have 4 direct reports and up to 25 indirect reports.
Teams that will direct report to the position are:

• Electronic Security Support and Managed Services
• Cash Security Support & ATM Managed Services
• Alarm Monitoring & Data Services
• Center of Excellence Training, Documentation & Product Knowledge

Position Duties and Responsibilities

Strategic Leadership

• Define and execute the vision for Technical & Managed Services, establishing it as a key differentiator for the company.
• Unify all technical support, managed services, and customer-facing teams—including alarm monitoring and training—into a single, high-performing organization.
• Collaborate with executive leadership to design and deliver new managed service offerings that expand recurring revenue and improve customer retention.
• Serve as the executive owner of the company’s technical knowledge base, ensuring expertise is captured, shared, and continuously developed. Operational Excellence
• Oversee all technical support functions for electronic, cash, and physical security products.
• Lead the delivery of managed services: which includes real time remote support, employee support, after hours assistance, enhancing customer operational efficiency and cost management, enhanced system management, augmenting customer staffing, and enhancing customer compliance and risk mitigation. This may include but is not limited to for example: remote diagnostics, pre-staging, compliance, monitoring, and middleware for electronic security systems and ATMs.
• Direct all alarm monitoring services, including day-to-day operations, compliance, and customer administration.
• Establish and enforce standard operating procedures and service level agreements (SLAs) across all teams.

Growth & Innovation

• Build and scale new managed services that increase revenue, enhance system uptime, and improve proactive support.
• Introduce new tools, automation, and analytics to boost efficiency, reduce costs, and improve customer outcomes.
• Stay ahead of industry trends to ensure services remain competitive.
• Sales Support: Collaborate with the sales team and engage as requested with customers and prospective customers. Provide consultative expert advice on products and technologies that meet their requirements.

Team Leadership

• Lead a multi-layered organization of managers, supervisors, and technical staff across different security disciplines.
• Develop leaders within the organization and build clear career paths for technical professionals.
• Foster a culture of accountability, continuous improvement, and a customer-first focus.
• Promote knowledge-sharing and cross-training to strengthen the company’s Center of Excellence model.

Position Requirements (Please list any requirements or qualifications needed to perform this position at a fully proficient level.

Functional Skills

• Strategic Planning: The ability to define long-term goals and create a plan to achieve them. This includes market analysis, resource allocation, and risk assessment.
• Operational Management: The skill set for overseeing day-to-day operations to ensure efficiency and quality. Examples include managing budgets, optimizing workflows, and setting key performance indicators (KPIs).
• Financial Management: Knowledge of financial principles, including budgeting, forecasting, and expense tracking.
• Project Management: The ability to plan, execute, and close projects successfully. This includes managing timelines, resources, and stakeholders.
• Customer Relationship Management (CRM): The capacity to build and maintain strong relationships with customers, understand their needs, and ensure satisfaction.
• Regulatory Compliance: Knowledge of industry-specific laws, regulations, and standards to ensure the business operates legally and ethically.
• Risk Management: The ability to identify, assess, and mitigate potential risks to the business, its assets, and its people.
• Leadership and Team Management: The skill to inspire, motivate, and guide a team. This includes delegation, conflict resolution, and performance management.
• Training and Development: The ability to create training materials and programs, and to coach and mentor employees to improve their skills.

Technical Skills

• Software Proficiency: Expertise in using specific software programs (e.g., Salesforce, Microsoft Office Suite).
• Data Analysis and Business Intelligence: The ability to collect, analyze, and interpret data to inform business decisions. This includes proficiency in tools like SQL, Tableau, Power BI, or Python for data manipulation.
• Cybersecurity: Knowledge of security protocols, network defenses, and threat detection. This is a key skill for roles involving sensitive data or IT infrastructure.
• Network and System Administration: The ability to install, configure, and maintain computer networks, servers, and other IT systems.
• Hardware and Equipment: Hands-on experience with specific types of equipment, such as electronic security systems, alarm monitoring technology, or telecommunications hardware.
• Technical Support and Troubleshooting: The ability to diagnose and resolve technical issues for users or systems.

Education & Experience:

• Bachelor’s degree in business administration, engineering, computer science, data science, or a related field.
• Minimum of 10-15 years of progressive leadership experience in a technology or services-related industry.
• At least 5-7 years in a senior leadership or executive role, with a proven track record of managing a large-scale, multi-functional organization.
• Direct experience in technical support, managed services, and/or alarm monitoring operations is essential.
• Demonstrated success in driving operational excellence, strategic growth, and building high-performing teams.
• Experience managing profit and loss (P&L) and overseeing large departmental budgets.

Scope of Accountability: Identify the dollar amount and describe whether the position holder is solely responsible for the budget or whether it is shared.

• Number of Direct Reports: 4-5
• Number of Indirect Reports: 25

Environmental Demands:

• Office Environment: Most of the work will be conducted in an office setting, with exposure to computers, printers, and other office equipment.
• Travel: May be required to travel to different locations for meetings, conferences, or site visits.
• Remote Work: May involve working remotely, requiring a suitable work environment and technology setup.

Mental Demands:

• Complex Problem Solving: Ability to identify, analyze, and solve complex problems related to service operations, data management, and technology implementation.
• Critical Thinking: Ability to evaluate information, analyze options, and make informed decisions.
• Decision Making: Ability to make sound judgments and choices, often under pressure or with limited information.
• Strategic Planning: Ability to develop and implement long-term strategies for service operations and data operations.
• Active Listening: Ability to pay close attention to what others are saying and understand the implications of their messages.
• Persuasion: Ability to influence others through verbal and nonverbal communication to achieve desired outcomes.
• Negotiation: Ability to negotiate contracts, resolve disputes, and reach mutually beneficial agreements.
• Coordination: Ability to adjust actions to accomplish tasks efficiently and effectively.
• Multitasking: Ability to manage multiple tasks simultaneously and switch between them as needed.
• Stress Tolerance: Ability to withstand stressful situations, such as dealing with service disruptions or data breaches.

Physical Demands:

• Sedentary Work: Most of the time involves sitting, with occasional standing or walking.
• Fine Manual Dexterity: Ability to use fingers and hands to manipulate small objects, such as using a computer or writing.
• Near Vision: Ability to see objects within a close distance, such as reading documents or using a computer.

The final salary offer will depend on several factors, including:

• Experience: Your level of experience in the relevant field.
• Knowledge and Skills: Your specific knowledge, skills, and abilities.
• Ability: Your demonstrated ability to perform the job duties effectively.
• Geographic Location: The location of the position can influence salary rates.

The actual salary offer may vary based on individual qualifications and circumstances.