Director of Customer Support Axeda Corporation
THIS JOB HAS EXPIRED Axeda Corporation is seeking a highly technical/hands-on Director of Customer Support to manage our Technical Support team. In this role, you will be fully responsible for managing and measuring the customer satisfaction of our customer base. In addition to managing the performance of a team of talented Technical Support Engineers, you will own our support service offerings to customers and associated support processes, service levels and and our customer support portal. Major responsibilities will include serving in a critical technical escalation point and managing the internal escalation process.
The successful candidate will be able to successfully demonstrate:
Strong leadership skills, ability to foster growth of a 10+ person support engineering team though mentoring and training.
Excellent ITIL based problem, incident and service level management skills to expedite support teams resolution of customer issues by problem reproduction, root cause determination and remediation plan.
Serve in a critical technical escalation role to resolve customer issues in a timely, professional manner.
Drive timely resolution of technical problems for a multi-product suite or family of software products.
Effectively partner in the development of internal service levels with other departments at Axeda to provide timely solutions to critical customer problems.
Effective customer account management to explain and set service level expectations with new and existing customers partnering with Axeda Sales teams.
Direct implementation, use and improvement of automated systems for product support activities including full responsibility for customer support portal features and content.
Establish, track and achieve all weekly, monthly, quarterly and yearly support team metrics and goals via dashboards and reports in Salesforce.com Service Cloud. Motivate team to achieve all documented KPIs and SLAs.
Demonstrated problem solving skills in troubleshooting J2EE application server platforms such as Jboss, Apache Tomcat, and WebLogic.
Required Technical Skills & Hand?s on Knowledge:
CRM Systems: Service Cloud by Salesfore.com including the ability to configure workflows, create new objects, reports, dashboards, manage permissions, etc.
Virtualization: VMware, Xen
Operating Systems: Linux (RHEL, CentOS)
Web Servers: Apache
Application Servers: JBoss, Weblogic
Networking: Cisco enterprise class switches, firewalls/load balancers
Databases: Oracle Enterprise or similar
Required Experience & Education:
10+ years providing technical support to business customers utilizing enterprise software products or Software as a Service solutions.
5+ years of demonstrable experience in the successful management of a 10+ person technical support team that supported a high-tech software product or service (SaaS).
Significant Experience with the technical support of enterprise software products or highly available SaaS solutions developed in Java including use of Java APIs such as JMS, JDBC, etc.
Bachelors Degree in engineering or computer science or equivalent experience. Master?s degree desirable.
ITIL V3 foundation certification desirable.
||Foxboro, MA |
THIS JOB HAS EXPIRED