Director of Customer Support FuelQuest
THIS JOB HAS EXPIRED Job Description:
At FuelQuest our mission is to be the preferred partner of companies dedicated to better controlling and managing their costs and margins by delivering value-based solutions and services complimented by world-class support. We are committed to deliver measurable value to our customers and to continually expand that value through improvements to our solutions and processes. These improvements are enabled by our highly motivated team of industry and solution experts collaborating in an environment of teamwork, empowerment and accountability.
We are currently seeking a Director, Customer Support for our Houston, TX office.
The Director of Customer Support will be responsible for overseeing the Level 1 and Level 2 customer support and technical support operations across all FuelQuest product lines. This person will manage and oversee the operation of several highly skilled Support Specialists, leads and Support Managers. This person will be responsible for ensuring that overall performance targets are met at the desired service level standards. He or she will be accountable for the recruitment, training and management of employees. He or she will monitor daily staffing and issue trends, coach and develop their teams, and resolve issues on-the-fly that come up across the organization. He or she will manage relationships and alignment with other functional groups including Sales, HR, Training, Marketing, and Product Management. He or she will also be responsible for the planning, design and implementation of new initiatives to support future business needs. He or she will be responsible for ensuring standard and scalable processes across all products, and will be responsible for building a team to sustain International Support 24x7x365.
Communicate and enforce company policies.
Accountable for the team?s operational efficiency and utilization.
Schedule, coordinate and facilitate ongoing Business Reviews with Customers.
Develop and achieve organizational KPI?s, metrics and management reporting.
Accountable for the ongoing recruiting, hiring and retention of staff at all levels.
Identify training needs of the site and leads efforts to deliver against those needs.
Monitor team performance to ensure that quality and training goals are supported.
Create a platform of international scalability and efficiency for our growing customer base.
Manage a team of managers, supervisors and specialists to achieve business targets and goals.
Manage escalated issues and collaborate with other department leaders to expedite resolution.
Regularly achieve and exceed service level agreements and quality/customer satisfaction targets.
Manage all aspects of service delivery to provide world-class customer experiences to our clients.
Identify, recommend and support the implementation of various initiatives to improve ongoing results.
Define objectives and provide rewards and recognition to individuals or teams once results are achieved.
Develop, implement & coordinate programs and operating procedures to drive effectiveness and efficiency.
Ensure that organization structure and staffing plans are appropriate to achieve organizational objectives.
Prepare and present both written and verbal communication and updates to colleagues and leadership.
Write & conduct performance evaluations, make employment decisions & set performance goals for the team.
Manage Change Orders and services requests of the Support team to ensure revenue is achieved when outside the parameters of established support guidelines.
Qualifications and Desired Skills:
Acts with confidence and decisiveness to solve problems.
Preferably director level experience in their current capacity.
Ability to work independently with minimal management guidance.
Ability to think and influence both at the strategic and execution level .
Capable of analyzing complex situations and planning for contingencies
Ability to successfully deliver multiple complex projects simultaneously.
Demonstrated experience building highly skilled and highly motivated employees.
5-10 years of experience in Software Customer Support directing large scale accounts.
Excellent oral and written communication skills including listening and presentation skills.
Understands and applies best practices to help accelerate improvement opportunities.
Results-oriented leader who defines and manages achievement of performance objectives.
Strong track record of tech support delivery within web based software solutions preferred.
Ability to work efficiently in a highly demanding, team-oriented and fast paced environment.
Strong technical skills to communicate with FuelQuest development and customer technical teams.
Outstanding interpersonal skills to communicate and interact with all levels of internal & external customers.
Entrepreneurial individual who role models outstanding management and leadership characteristics.
Experience in downstream Oil & Gas industry, either Inventory Management, Finance or other ERP solutions support.
Ability to handle real-time production issues or outages and engage the right teams to focus first on restoring business operations, then focusing on identifying processes to prevent root cause issues from recurring.
Bachelor?s Degree Required. Advanced degree is a plus.
||One Greenway Plaza |
Houston, TX 77046
THIS JOB HAS EXPIRED