Director, WW Customer Support Panasas
THIS JOB HAS EXPIRED Director, WW Customer Support
Position can be in Sunnyvale CA or Pittsburgh PA
Reporting to the VP of WW Sales and Field Operations, you will oversee the technical support of Panasas customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing Panasas storage appliances, both hardware and software.
Specific responsibilities include:
Supervise engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software.
Responsible for managing, recruiting, developing worldwide support organization with currently three locations (Pittsburgh, PA, Sunnyvale, CA and the UK).
Communication skills are essential as this role. Must develop and maintain strong relationships with multiple cross-functional groups within Panasas.
Responsible for customer escalation issues; both handling complex and difficult customer situations and alerting Executive Management on key customer escalations and potential product issues.
Responsible for worldwide training program, and development of pro-active training curriculum for our customer base. Also responsible for implementation of Professional Services offerings, programs, and staffing.
Aside from day to day operations, this role is also tasked with strategic direction of Panasas customer support in concert with company growth and vision.
Manage escalated issues and collaborate with other department leaders to expedite resolution.
Prepare and present both written and verbal communication and updates to colleagues and leadership.
Accountable for the ongoing recruiting, hiring and retention of staff at all levels.
Write & conduct performance evaluations, make employment decisions & set performance goals for the team.
Define objectives and provide rewards and recognition to individuals or teams once results are achieved.
10+ years leadership experience in a world-class technical support in a fast paced dynamic organization.
Excellent oral and written communication skills including listening and presentation skills.
Strong collaboration skills; good mentoring and staff development skills.
Experience driving continuous improvement in a complex product support role for a company known for its focus on customer service.
Worked with US-based and global teams and have demonstrated experience with international practices.
Experience working very closely with technical teams to drive software or hardware improvements.
Demonstrated experience recruiting, hiring and retaining highly skilled and highly motivated employees.
Highly organized and results oriented.
BS Degree preferred
Panasas, Inc., the leader in high-performance parallel storage for business-critical applications, enables customers to rapidly solve complex computing problems, speed innovation and accelerate new product introduction. Addressing the Big Data market, all Panasas storage products leverage the patented PanFS? storage operating system to deliver superior performance, data protection, scalability and manageability. The company?s global reach extends to 50 countries with a diverse line-up of fortune 500 companies in key verticals including life sciences, finance, oil and gas, government, research, manufacturing and aeronautics..
Panasas has a culture where bright, dedicated people can flourish with the opportunity to shape an industry.
||Sunnyvale, CA |
THIS JOB HAS EXPIRED
Provides next generation network attended storage solutions.Investors: Centennial Ventures
, Focus Ventures
, Intel Capital
, Mohr Davidow Ventures
, Novak Biddle Venture Partners All Jobs: at Panasas
|Headquarters:||6520 Kaiser Drive|
Fremont, CA 94555
|Industry:||Computers and Peripherals|
|Company Profile:||Panasas ActiveStor Parallel Storage is the premier storage system for scalable Linux clusters. Panasas delivers exceptional scaling in capacity and performance while extending appliance-like ease of management to a virtually boundless storage system for High Performance Computing (HPC) organizations around the world. All Panasas storage clusters contain the object-based, PanFS parallel file system. Using Panasas storage solutions, organizations can achieve maximum application performance while reducing total cost of ownership (TCO) by driving cost and complexity out of their storage infrastructures. Panasas solutions break the storage I/O bottleneck and are deployed in a broad range of government, academic and Fortune 500 organizations.|
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