Director of Technical Support SmartDrive Systems
THIS JOB HAS EXPIRED Job Summary:
We are currently looking for a Director of Technical Support. This position is responsible for addressing and resolving customer technical issues and leading 24/7/365 technical support teams who are located in our San Diego, United Kingdom and India offices. Additional responsibilities include creating a best in class technical support team through process development and training, as well as acting as an escalation point for critical customer issues. This position will report directly to the VP of Client Services.
Ensure all customer issues are addressed and resolved in a timely fashion.
Create, amend, document and implement processes and procedures for customer response, resolution and escalation to other internal departments as needed.
Manage the technical support staff to ensure excellent customer service, including making sure all staff are properly trained regarding the way the product works, troubleshooting steps, proper use of all internal systems and appropriate customer service skills.
Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.
Assist the SmartDrive Field Service team and Field Service Contractors in on-site hardware troubleshooting.
Manage an outsourced team of technical support that monitors systems proactively and assist in case management.
Act a resource for escalation and be knowledgeable of all serious customer problems; keep senior management apprised of progress toward resolution.
Gather and analyze data to use for metrics reporting which assist senior management in making sound business decisions.
Manage the RMA process and perform failure analysis, working with technical departments to provide data as needed.
Provide coaching and counseling of employees for performance improvement.
Be knowledgeable about the best ways to handle incident/problem management, system outages, change activities, and hardware/software failure diagnosis
Meets financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Degree in Information Systems, Computer Science, or related experience.
5+ years in Technical Support Management experience.
Proven ability of driving escalations from a technical and a soft-skills perspective to ensure successful resolution.
Strong management abilities; hire, train and direct employees.
Strong working knowledge of networks topology, Windows, UNIX and or Linux.
Experience with escalation processes and ability to manage all aspects of customer support issues.
Current working knowledge of network troubleshooting methodologies (Wired/WiFi/Cellular).
Experience in creating procedural documentation for end-user and support team consumption.
Experience managing offshore personnel and contractors.
Experience supporting client installed hardware and software.
Experience in the Telematics industry and wireless networks (preferably on vehicles) is highly desired.
Minimum Job Qualifications:
Commitment to providing exceptional customer service is a must.
Ability to communicate effectively and demonstrate a strong command of the English language, both verbal and written.
Ability to effectively interact and maintain professionalism with customers of varying technical skills via phone and email.
Self-motivated with a can-do attitude. Eager to become an immediate contributor to the company
Can operate in an open and collaborative environment
Must be service oriented
Must have a ?hands-on? approach
Can work with limited supervision
Ability to work in a fast moving environment and meet deadlines
Ability to travel 10% of the time
Ability to work after normal business hours as required
Knowledge of the commercial vehicle safety and operations solutions a plus
||9276 Scranton Road |
San Diego, CA 92121
THIS JOB HAS EXPIRED