Title:  Director, Global On-Site Solution Support, Customer Support Delivery

Job Summary

About Customer Support at NetApp:

NetApp’s worldwide Customer Support team is a global network of NetApp employees and partners. Our singular mission is to ensure we deliver predictable and consistently high-quality customer experience at every touch point and customer success. We work with our customers to provide post-sales technical support both remote and on-site field support, build relationships, learn about their businesses, and drive value-based results. 

About the Position:
NetApp is looking for a highly effective hybrid cloud enterprise support services leader to become the Director of Global onsite solution support. You will be joining the global Customer Support Delivery leadership team, reporting to the VP of Worldwide Customer Support Delivery. As Director of onsite solution Support, you’ll manage people who lead top-notch technology teams, third-party maintenance leaders focused on diagnosing and fixing complex customer issues and managing escalations in mission-critical environments. You’ll play an integral part in achieving success by setting department goals, plans, and schedules, closely monitoring execution, driving issue resolution, and accepting responsibility for ensuring the achievement of business milestones.
This role also carries the lead responsibility for orchestrating on-site Customer Satisfaction through alignment with regional technical support centers, sales and pre-sales teams, professional services, and wider NetApp teams — all of which are critical to the company’s short and long-term success.
As a Director of Global on-site solution support, you will utilize strong management and technical competencies to understand regional customer needs, set objectives, and develop strategies for delivering high-quality customer experience. You will be responsible for translating worldwide customer support strategies to the execution plan, setting department goals, and responsible for effective execution to ensure the achievement of organizational goals.

This opportunity can be in Research Triangle Park (RTP), NC, Wichita, KS, or Boulder, CO. We may also consider candidates local to our corporate headquarters in San Jose, CA.

Long Description

Additional Information:
•    Broad-based enterprise on-site technical support professional with 15+ years of experience leading a support services organization with cross geographic international customer base.
•    Proven track record of developing, growing, and managing on-site support services organizations. 
•    Ability to build an operating model with tools, processes, and people to drive a scaled model for customer success.
•    Effectively lead support delivery partner organizations to enable a scalable on-site support model.
•    Demonstrated success in building support services, Customer Engagement, and Partner Engagement functions.
•    Strong people leadership skills in assessing and reviewing employee performance and providing a framework for training, development, and career growth.
•    A strong understanding of Hybrid Cloud technology and experience is desirable.
•    Excellent communication and presentation skills
•    Analytical and negotiation skills, particularly at executive and senior executive levels
•    Strong understanding of business processes and their implementation into enterprise applications
•    Excellent knowledge of product lifecycle, tools, processes, KCS and operations planning.
•    Demonstrated ability to manage multiple, critical projects is required.
•    Must be open to 15-20% regional/global travel. 

Job Requirements

•    This position is responsible for managing a major segment of work within a broad functional area for geographical areas like the North American region, EMEA region, and APAC region. 
•    The focus of this role is on translating functional strategies into operational plans and priorities. Work collaboratively with other cross-functional leaders, and senior managers to establish strategic plans and objectives.
•    This individual will use in-depth knowledge to solve issues that are complex in scope and establish medium to long-range plans.
•    Develop budgets/AOP for approval and this individual is accountable for managing to approved budget
•    Design, develop, and implement on-site solution support operating policies that ensure the operation’s effective achievement of objectives. 
•    Create a predictable and consistently high-quality customer experience by developing and scaling repeatable methodologies and proven best practices.
•    Utilize expertise and experience in areas of technology, project management, and people management to actively lead strategic regional and global initiatives and programs.  
•    Ensure best-in-class customer experience and transformational impact through the adoption of digital support platforms and tools.
•    Focus on strategic account customer intimacy – deliver positive impact and value adds to a customer’s business by understanding strategic account customers’ key business issues and opportunities.
•    Translate customer feedback, infer trends from customer issues on product, and remote technical support, and collaborate with the Technical Support Center organization to influence product quality and supportability improvement. 
•    Ensure customer escalations are resolved quickly, leveraging resources from across the company as needed.
•    Work closely with the Sales/Solution Engineering (SE) organizations to develop and execute customer experience improvement plans and strategies. 
•    Work closely with regional Third-party maintenance partners to ensure that local enablement needs are clearly understood and part of broader enablement plans.
•    Mentor and coach team members, hire and develop key talent, and manage performance.
•    Work globally in a highly collaborative and excel in a highly matrixed environment. 

Interaction:
•    This individual must demonstrate strong leadership skills by establishing clear goals, objectives, and priorities that communicate the organization’s vision.
•    Works with Director, Sr. Director, and exec-level employees across CSD and CSO functions.
•    The position reports to the Customer Support Delivery Vice President.

Education

Typically requires a minimum of 12 years of related experience, inclusive of strategic and people management oversight

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