• Director Technical Support

    Location US-IL-Lincolnshire
    Job ID
    49998
    Function
    Customer Support
  • Overview

    Responsible for directing execution of regional contact center operations and support services. Responsible for contact centers, service delivery and regional support leadership. Position will also engage and collaborate with Regional Sales and Field organizations in the establishment of support goals and the development and execution of global and regional programs and yearly business objectives.

    Responsibilities

    1. Directs the regional operations of the company contact centers overseeing the operating systems, including policies and procedures, operating structure and information flow for regional call centers to support Global Customers.
      1. Establishes and implements standards for each location to ensure quality and consistency.
      2. Standardizes processes and monitors results; determines data sources and implements technology for optimum performance and identifies deviations and remedies.
      3. Analyzes operational practices for effectiveness and continued quality and performance improvement.
      4. Develops and establishes procedures and processes for customer correspondence and complaints in collaboration with clients and affiliates.
    2. Directs and operates regional support escalation process to ensure timely resolution of critical customer support cases.
      1. Manages regional escalations with senior stakeholders both internally and with customers and partners to ensure timely resolution and customer satisfaction on support issues.
      2. Drives cross functional alignment cross global services, engineering, sales, quality and channel teams to ensure customer needs are met.
      3. Drives ongoing process improvement via consistent Problem Management processes to eliminate systemic root causes of escalations.
    3. Directs regional implementation of the overall strategy for an end-to-end best-in-class support customer experience.
      1. Interface with regional Quality organization to provide effective tracking of Global Services management of customer support issues leading to high customer satisfaction, improving NPS scores, and Global Services profitability.
      2. Maximize support efficiency through an in-depth understanding of customer service needs, service industry trends, and service market requirements for current, new, and future.
      3. Interface with regional Operations, Engineering, Sales, Quality Groups:
    4. Directs the regional Managed Services customer operations ensuring contractual Services Levels are achieved.
      1. Establishes and implements operational standards to ensure quality and consistency of managed service performance.
      2. Standardizes processes and monitors results; determines data sources and implements technology for optimum performance and identifies deviations and remedies.
      3. Analyzes operational practices for effectiveness and continued quality and performance improvement.
    5. Plan and drive service delivery to develop service offerings to complement the product line, supporting sales of professional services, developing an organization of internal and partner-based teams to deliver services, and ensuring quality delivery.
      1. Establish and grow a team of Solutions Principals and architecture to provide technical support, review and approve SOW, ensure proper scoping and risk mitigation.
      2. Define and manage a repeatable service delivery model and reporting methodology, including building delivering organization, management and leads as services grow.
      3. Partner with solution architecture for creation of best practices and solution artifacts, and lead cross training and knowledge transfer across the team.
    6. Creates and promotes a high performance culture and drive talent development through people leadership.
      1. Develop an organization that attracts, selects, and retains high caliber diverse talent able to successfully achieve business goals.
      2. Build a cohesive team that successfully collaborates across partner functions.
      3. Lead and builds a high performing team through leadership, mentoring and coaching.
      4. Build a culture which contributes to high employee engagement and a consumer focus.
    7. Build and drive transformation through implementation of strategic plans to convert the call center to be a revenue generation center to support and contribute to the overall organization financial performance.
    8. Performs other duties as assigned.

    Qualifications

    1. Bachelor degree in Business or Engineering is required; MBA and/or Program Management Certification preferred.
    2. Minimum 10 years progressively responsible experience in Senior Management positions or a closely related discipline including 5 years at the Senior Manager level. Includes:
      1. Minimum 5 years of successes running a support function.
      2. Minimum 3 years experience in a management role managing a functional group to include customer facing interaction (i.e. product quality, technology strategy, engineering, etc.).
      3. Minimum 3 years experience in product or IT support or quality role.
      4. Experience in managing remote teams is a Must.
      5. Experience managing and/or collaborating with Global Sales and Marketing functions.
    3. Demonstrated success implementing ITIL based service improvement programs.
    4. Experience working in outsourced environments and design environments highly desirable.
    5. Intimately familiar with new product development processes and practices dealing with high volume products.
    6. Working knowledge of software, firmware and system engineering disciplines. Familiarity with manufacturing, product management, marketing, quality assurance, financial, and purchasing disciplines.
    7. Working knowledge of Product Lifecycle Management, Product Data Management and other Product Development Systems. Specific experience with the Product and Cycle Time Excellence (PACE) system highly desirable.
    8. Multiple years of proven leadership experience setting strategic direction and influencing change resulting in quantifiable positive outcomes.
    9. Demonstrated leadership and initiatives.

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