JOB DESCRIPTION



Job Title: Director of Customer Service, Product Support & Technical Service

Company: Rust-Oleum

Location: United States (Hybrid or On-Site depending on business needs)

Department: Customer Experience / Technical Services

Reports To: Vice President, Sales



Position Summary



The Director of Customer Service, Product Support & Technical Service leads the strategy, performance, and continuous improvement of all customer-facing support functions for Rust-Oleum.

This role oversees customer service operations, product support, and technical service teams to deliver exceptional customer experiences across professional contractors, retail partners, distributors, and consumers.


The Director ensures customers receive accurate product guidance, technical troubleshooting, and responsive service across multiple channels, while also translating customer insights into actionable improvements for product development, quality, marketing, and operations.


Key Responsibilities


Customer Service Leadership

• Develop and execute the overall customer service strategy aligned with company growth and brand reputation goals.


• Lead and manage multi-channel support operations including phone, email, chat, digital platforms, and retail support.


• Establish service standards, KPIs, and operational processes that ensure fast, accurate, and customer-centric support.


• Drive initiatives that improve Customer Satisfaction (CSAT), Net Promoter Score (NPS), and first-contact resolution rates.

• Oversee product support teams that assist customers with application guidance, product compatibility, troubleshooting, and best practices.


• Manage technical experts who support complex inquiries from contractors, retailers, distributors, and industrial customers.


• Ensure accurate technical documentation, FAQs, troubleshooting guides, and knowledge base content.


• Partner with R&D and Product Management to communicate field insights, product performance feedback, and improvement opportunities.

• Analyze customer interaction data to identify trends, recurring issues, and opportunities to improve products, packaging, instructions, and support materials.


• Implement technologies such as CRM platforms, knowledge management systems, and AI-assisted service tools.


• Standardize workflows across customer service and technical service teams to improve efficiency and scalability.

• Partner closely with Sales, Marketing, Product Development, Supply Chain, Quality, and Manufacturing to resolve customer issues and improve product experience.


• Support major retail partners and distributors by ensuring strong technical support and service responsiveness.


• Represent the voice of the customer in internal strategic discussions.

• Lead, coach, and develop a high-performing team of customer service managers, technical specialists, and support staff.


• Establish training programs that ensure strong product knowledge and consistent service delivery.


• Foster a culture focused on customer advocacy, problem-solving, and continuous improvement.

• Develop service metrics dashboards and report performance to executive leadership.


• Manage department budgets, staffing plans, and operational resources.


• Drive operational excellence through automation, workflow optimization, and service innovation.

• Bachelor's degree in Business, Engineering, Chemistry, Operations Management, or related field required


• MBA or advanced degree preferred

• 10+ years of progressive leadership experience in customer service, product support, or technical service


• Experience supporting manufacturing, coatings, building materials, industrial products, or consumer goods


• Proven success leading large service teams and multi-channel support environments


• Experience implementing or managing CRM and customer experience platforms

• Strong leadership and team development capabilities


• Ability to translate complex technical information into customer-friendly solutions


• Data-driven decision making and service performance management


• Excellent communication and cross-functional collaboration skills


• Strategic thinker with operational execution ability

• Experience with technical products requiring application support (coatings, chemicals, construction materials, or industrial products)


• Familiarity with contractor and retail support environments


• Experience integrating customer insights into product development and quality improvements

• Improved customer satisfaction and service responsiveness


• Reduced product complaints through proactive support and education


• Strong collaboration between service teams and product development


• Scalable customer support systems that support business growth