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Title:  Senior Director of Americas Technical Support

Location:  USA - North Carolina - Research Triangle Park
Requisition ID:  1303

Job Summary

Overview:

NetApp Services and Support provides our clients with award-winning, leading edge technical service delivery and support, that ensures an enterprise-class customer experience! NetApp Services and Support employs storage networking experts in more than eighty countries, who understand our customers’ needs, make recommendations for dependable, innovative, and efficient data storage and solve our client’s problems rapidly.

 

Job Summary:

As Senior Director of Americas Technical Support, you will lead all aspects of NetApp’s technical support for the Americas geo. You will be directly responsible for the oversight and direction of all Americas technical support centers, field engineers, technicians, and support specialists, who diagnose, troubleshoot, and repair NetApp's products. In addition, you will be accountable for the performance of our outsourced support partner.

As a key member of the Senior leadership team, you will be directly responsible for leading the continuous evolution and advancement of the Americas technical support organization, in conjunction with NetApp’s corporate strategy. This rewarding and challenging role requires someone with the experience and vision to drive and implement a differentiated, proactive support strategy. This position requires a dynamic, hard-working and ambitious leader, who is not afraid to push the boundaries of excellence! Most importantly, you and your organization will work closely with the services and engineering teams to ensure customers are promptly, courteously, and professionally served and problems are effectively resolved in the timeliest manner possible.  


Key Responsibilities:

  • Develop and execute on proactive support services and associated tools, that help solve customer business problems before the problem impacts the customer
  • Manage the relationship, performance and quality of 3rd party support vendors
  • Focus on deploying automation that improves response times, drives down costs and serves customer’s the way they want to be served.
  • Provide strategic direction on operational issues; staffing; policy and employee development
  • Innovate and drive transformational activities targeted at maximizing the customer experience
  • Achieve/exceed quarterly goals (i.e., response time, resolution time, customer satisfaction, etc.)
  • Manage department budget, identify needs and present investments required to improve service levels
  • Partner with engineering to identify product enhancements to improve the overall customer experience. 
  • Stay current on latest call center technologies and presents business cases for investment required to implement
  • Recruit, train and develop a superior staff. Train staff in the use of industry best practices, established engineering methodologies and documented procedures.
  • Oversee regular operational reviews, including performance reporting and continuous improvement progress.
  • Serve as the highest point of escalation within the Americas Technical Support Center

Job Requirements

Requirements:

  • 15+ years of information technology work experience.
  • 10+ years of technical support center leadership experience,
  • Prior experience managing large teams distributed over multiple geographic areas.
  • Broad exposure to a variety of technologies/concepts and management in a distributed environment.
  • Solid understanding of business operations and ability to manage a multi-million operating budget.
  • Strong executive presence, presentation skills and business acumen.
  • Skilled at talent management including assessment, deployment, development, reward and retention.
  • Up to 50%+ travel required.

Education

Education & Experience:

  • A minimum of 10 years of experience as a people manager is required. 
  • A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field; or equivalent related experience is required. A Master of Science Degree in Engineering, or an MBA is desirable.
  • Demonstrated ability to manage multiple, critical projects is required.

Equal Opportunity Employer Minorities/Women/Vets/Disabled.


Job Segment: Technical Support, Manager, Engineer, Electrical, Computer Science, Technology, Management, Engineering