Primary responsibility for managing a multi-location/multi-national team and driving the implementation of performance management and quality initiatives for the Customer Support team. The Customer Service Director is responsible for defining and leading the organization's end to end strategy, ensuring that every interaction delivers exceptional Customer experience. This role oversees all customer support functions, from pre-order technical support, order processing and management to aftersales support, while driving operational excellence, service quality and speed and market competitiveness through proper standards, scalable processes and efficient tools. The Director is challenged to manage the communication and support of the field teams and other internal/external business partners.

In This Role, Your Responsibilities Will Be:

• Develop and drive the strategic plan for the Customer Support FLMC EMEA Organization.
• Provide leadership to be consistent with the FLMC Strategy, including communication, training, coaching, timely performance feedback, recruitment, corrective discipline and employee development, department organization reviews and organization development processes.
• Instill a high standard of professionalism in customer support teams who are the "face" of FLMC to our customers and channel partners, ensuring top tier service delivery.
• Maintain a competitive service level, ensuring implementation of appropriate technologies, support tools and initiatives to reduce customer effort, accelerate resolution time and provide high quality responses to customer demand.
• Manage and improve the work processes and procedures for quotations, technical support, order entry, order management and after-sales activities to exceed customers' expectations and deliver financial commitments to the company.
• Implement scalable processes, workflows and tools to improve efficiency and service reliability.
• Build high performing and customer centric teams through coaching and development programs, guidelines and appropriate trainings.

Who You Are:

You excel at fostering collaboration with your own colleagues as well as senior management, ensuring effective implementation of growth programs across diverse regions and subject areas, and have a proven track record to inspire teams while driving forward-thinking strategies. Your track record in steering departments or groups, toward growth and operational excellence, is complemented by your reputation as a visionary leader, adept at crafting and implementing strategic plans.

For This Role, You Will Need:

• Bachelor's degree in business, economics, technical or any related field.
• 7-10 years related experience in customer facing roles.
• 5 years of experience in people management, preferably within matrix organizations.
• 5 years of experience in leading multi-discipline organizations in an international environment.
• Ability to manage remote teams, make decisions and lead change.
• Excellent verbal and written communication and presentation skills. Proficient in English.
• Ability to travel mostly in Europe and MEA - up to 50-60% of the time, based on business needs and field support.

Preferred Qualifications that Set You Apart

• Master of Business Administration (MBA).
• Any other second European Languages.

Our Culture & Commitment to You:

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives-because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.