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Digital Control Inc.
Kent, WA, US
Source: Digital Control Inc. careers · View original posting
From Digital Control Inc.'s posting. “We” and “our” refer to the employer.
Digital Control Incorporated (DCI) is the world’s leading supplier of underground locating and steering products for the horizontal directional drilling (HDD) industry. Since the introduction of this revolutionary technology 30 years ago, Digital Control has been at the forefront of trenchless technologies that enable the efficient installation of underground utilities such as fiber optic, telecom, gas, and water lines world-wide.
DCI’s products are valued for their durable design, ease of use and uncompromising commitment to customer service.
DCI customer support is a long-standing, tried-and-true pillar of our success and an essential part of our customers’ day-to-day workflow. Our strategy is pretty simple: build top-tier products and back them up with world-class customer support. That approach sets us apart and creates lasting, successful relationships with our customers. No call trees. No automated assistance. Real people with real experience who can get our customers unstuck and back on their way.
Whatever it takes, we go above and beyond to support our customers 24 hours a day, 7 days a week, 365 days a year. This is an opportunity to lead one of the most important customer-facing functions at a highly respected technology company and help shape the next generation of DCI’s North American customer experience.
We are seeking an accomplished and customer-obsessed Head of North America – Field & Customer Support to lead the strategy, organization, and execution of customer and field support across the United States and Canada. This leader will own the customer support experience from A to Z: startups, field demos, support deployment, technical issue resolution, training, escalation, and long-term customer success.
The role will directly lead a US-based field organization and in-house Tech Support team, while working constantly across the company to ensure DCI customers receive the best products and best support in the industry.
The ideal candidate is a highly visible, positive, operational leader with a good sense of humor. A deep understanding of the demanding, time-sensitive, high-pressure environments our customers work in is a must. These environments are unforgiving, and equipment uptime directly impacts their business. The ideal candidate will bring a strong combination of customer and dealer empathy, technical prowess, industry relationships, operational rigor, and leadership capability to continually raise the standard for DCI’s support organization.
Compensation
DCI is proud to offer comprehensive compensation packages including competitive base pay and discretionary quarterly profit sharing bonuses to all part-time and full-time team members. Base pay is reviewed at a minimum on an annual basis.
Pay range: $168,700 - 224,700 per year. To ensure equity, our compensation philosophy is to bring people into new roles in the range of the mid-point of that role. Factors considered for pay include the level of skill, experience, training, external market factors, and internal value.
Profit sharing bonus: Over the last 3 years, quarterly bonuses ranged between 11% and 17%. Future bonuses could be higher or lower depending on company profits.
Why DCI?
Work hard, play often... DCI employees are innovative and creative. Our open (forest-like) work environment creates free flowing conversations across all functions. We have gaming days; Lego challenges and ping pong matches to build on our creativity when one hits a roadblock. If that is not enough, our employees bring their four-legged companions (dogs) to work and can take them for a walk around the Green River trail.
DCI takes pride in caring a lot about our employees. We believe that employees should not be burdened with benefits expenses, so we provide lucrative health care plans unmatched in most other companies. We also like to eat at DCI and find any excuse to celebrate the most random holidays (Pi Day, Chocolate Ice Cream Day, etc.) We have monthly catered lunches, a fully stocked snack area, sporting tickets, wellness competitions, and most importantly a team of people who will tell you that DCI is the best place they've ever worked.
This is evident by our long service team and low turnover.
It is DCI’s policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity. The Company's EEO policy includes the full & complete support of the Company and all levels of leadership. Because it's just the right thing to do. We hope you think so too.
DCI is an equal opportunity employer. Employment at DCI is based solely on a person's merit and qualifications directly related to professional competence. DCI does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.
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