Director Technical Support

5 - 7 years experience  •  Semiconductors

Salary depends on experience
Posted on 11/16/17
Wood Dale, IL
5 - 7 years experience
Semiconductors
Salary depends on experience
Posted on 11/16/17


Director Tech Support


The Director, Technical Support has a leadership role in the Videojet Service and Support organization, reporting directly to the Sr. Director, NA Service and Support. This individual will help create a distinct competitive advantage by providing tactical and strategic leadership to a team of high-performing application engineers. Core duties include leading the Global Technical Escalation process, applying unparalleled problem solving skills to ensure unique/complex customer needs are met, leading all aspects of the technical support call center, contributing directly to new product development activities and ensuring that all sales and field service associates are fully supported via a highly-capable and technically excellent support team that is motivated to quickly respond to internal and external customer needs. The candidate will possess the correct DNA to create an organizational culture of customer focus, integrity, ownership and accountability.

KEY RESPONSIBILITIES

Lead the Global Technical Escalation process:

Acts as principal owner of the Global Technical Escalation process, driving quick resolution for issues impacting customer uptime


Responsible for leading all aspects of the Escalation process including project management and gaining cross-functional support to drive quick mitigation/resolution


Establishing prioritization and applying superior technical problem solving skills to identify root cause and drive rapid and systemic countermeasures


Building and developing a team of capable problem solvers that can work independently and collaboratively with other functional groups


Creating global visibility to all commercial and technical stakeholders; ensuring that Technical Escalations are the top business priority at Videojet

New Product Development:

Leads and owns all service deliverables within the DDS (Danaher Development System) new product development system


Ensures all products are designed for serviceability (DFS)


Leverages product planning and service product management to ensure all products are designed with enhanced features to enable service contract growth and retention


Leverage internal team expertise with customer applications to ensure all products are designed to meet customer needs and use models


Develop, deploy and manage the application testing process (hardware and software regression testing) to ensure >95% OOB effectiveness at initial installation


Create and install a robust support team and tracking process for all new product launches


Continuous Improvement:


Leads by example to develop a robust continuous improvement culture


Able to quickly identify systemic business issues and leverage team expertise and DBS problem solving tools to drive to root cause – must be able to effectively manage and implement permanent countermeasures to drive a sustainable business advantage


Ensures all processes are documented and improved via the use of kaizen (VSM, TPI, etc.)


Acts as a primary customer of DBS and leverages internal and external DBS expertise to map improvement plans and drive sustainable improvements


Develops and drives accountability around daily management and monthly KPI’s


Demonstrated capability to develop and succeed at driving Level 1 and Level 2 Policy Deployment initiatives


Customer and Sales and Service Support:


Is a clear advocate for the customer (internal and external) and a steward for the company


Understands customer perception and the associated business impacts and is commercially and technically capable of resolving customer issues in a rapid fashion


Can clearly separate effort from results and can coach, develop and mentor the team to deliver superior technical and customer support


Experienced with managing and resolving high-pressure customer issues, including product performance issues and Technical Escalations at the global level


Adept at creating internal followership and driving cross-functional teamwork to resolve customer issues


Is clearly capable of identifying and allocating the correct internal resources to complex technical and commercial issues


Serves as the central creation and distribution point for all global field service technical bulletins

Personnel:

Highly skilled at employee development, including coaching, mentoring and identifying opportunities for improvement


Creates a culture of ownership and accountability – ensures associates understand their objectives and are provided the tools and guidance to be successful


Constantly works to build the best team via detailed employee development plans and by recruiting the best internal and external talent


Creates followership via action and integrity – builds a winning team culture and participates in driving the success

Key Metrics:

100% on time delivery of all technical service objectives within DDS


Technical Escalations – average days in a red or orange state <10 days


Technical Escalations – no Escalations open >70 days


Global Product Line Escalations – no escalations open > 100 days


85% of all inbound support calls answered in 10 seconds or less


Maintain a phone abandonment rate of <2%


Technical Support first call resolution >90%


Deliver a field service call avoidance rate of > 5% via use of Technical Support triage processes


Enable a field service First Time Fix Rate of > 90% via use of Technical Support triage processes

Qualifications

QUALIFICATIONS

Ability to strive for continuous improvement in critical processes


Inclination and ability to listen to various stakeholders (e.g., customers, Sales) and generate actionable insights


The successful candidate will be highly skilled in driving process improvements and results through influence and facilitation in a globally disbursed, matrixed operating environment.


Successfully deliver results while quickly adapting to changing priorities and unforeseen challenges


Communicate expectations regarding performance and hold people accountable for results

Education and/or Experience

Bachelors (ideally in a technical or engineering discipline)


Master’s in Business a plus


5 + years of prior management and leadership experience


DBS (continuous improvement) and lean management experience, including operational process development and superior problem solving skills/training


Organization / talent development and daily management experience in a business-to-business capital goods environment where excellence in after-market support, at the customer’s place of business, is a strategically important part of the overall value proposition


Highly computer literate (especially in Excel and PowerPoint


Experience/expertise building, leading and growing a commercialized technical support offering, including remote monitoring experience/expertise

Job ID: VID003181

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