Head of Technical Services and Support

Do you want to work for a company with a global impact? A leader in environmental services, AMCS is a trailblazing software company that guides and supports other businesses on their journey towards sustainability.  

AMCS leads the way

The AMCS team is at the cutting edge of technology. Companies come to AMCS to achieve their sustainability strategies as we help companies to reduce their carbon footprint and work in a more environmentally conscious way. AMCS has created digital ways to a cleaner world.  

What we do

AMCS is a global leader for integrated software and vehicle technology for the environmental services industry. AMCS delivers enterprise cloud-based software solutions worldwide supporting over 5,000 customers in 23 countries. AMCS employs over 1200 people across 22 countries, headquartered in Ireland with offices in North America, Europe, Australia & Asia

Our people

AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues, and our community that creates a working environment that fosters openness, collaboration and creativity.

We have an exciting opportunity for an experienced Head of North American Technical Services and Support 

Job Specification-Responsibilities

• Responsible for delivery of unsurpassed Support and Services to our North American Customer base
• Owner of the Classic Software Production Solutions. Leading the Support and Development teams in collaboration to drive the technical support strategy and tactics that will improve the customer experience
• Responsible for maintaining the technology components of the Classic Software Stack and defining criteria of acceptance for Change Requests and Bugs to development backlog
• Drive automation of issue analysis and proactive monitoring
• Take ownership of customers issues, following problems through to resolution
• Effectively manage, coach, and develop the Classic Services and Support Teams
• Ensure that cases are being managed at a high level of quality, that meets its associated Service Level Agreements
• ‎Responsible for driving and delivering key support metrics, best practices, knowledge-based content, and methodologies
• Be an influential member of a cross-functional senior management team

Candidate Profile

• Degree in Business or IT related discipline
• Ability to break down complex technical issues and drive the most optimal resolution with Support and Services Teams
• Strong commitment to ensuring customers’ business objectives are achieved
• Ability to prioritize customer needs and escalate issues where required
• Ability to work independently as well as within a team environment
• Excellent oral and written communication skills with both technical and non-technical audiences
• Possess interpersonal skills, successful at developing and managing relationships at all organisational levels, both internally and externally
• Ability to communicates complex issues and to adapt message with all audiences
• Ability to work in a team-based, collaborative environment