IT Help Wanted: [itroundtable] LEAD: Dir Cust Supp - NJ

Wednesday, July 8, 2009

[itroundtable] LEAD: Dir Cust Supp - NJ - to 130k+

Director Customer Support Services for the Americas

NJ Video Solutions Technology Company

Company Overview:

Our client, a global technology company, is the industry's leading provider
of products and technologies for unified visual communications. They are
driving the unified communications evolution by combining the power of
video, voice, data and wireless with in-room videoconferencing systems,
mobile video solutions and highly scalable video-enabled desktop platforms
for IP and emerging next-generation networks.

Position Overview:

The primary function of this position is to ensure superior pre and post
sales service is consistently provided to all customers. As the Director of
Customer Support Services for the Americas, you are responsible for all
direct and indirect channels and must have experience working in a global
environment. Other important functions of this position are the recruiting,
training and development staff and training of customers.

Currently, there are 18 technical personnel, 7 presales in the field, 4
Customer Support in New England, and 7 Customer Support in NJ.

It is important in this role to be technically capable with this type of
technology, as well as experienced in providing superior quality service to
customers. You will set sales and service goals and objectives, implement
process improvements, provide leadership and motivation to your team.
Being customer focused and having prior experience in a similar role is
required.

Responsibilities:

. Act as point of escalation to 1st and 2nd tier support for the
Business Unit Customers for Pre and Post sale activities.

. Ensure proper functioning of support functions with relation to
technical knowledge and support procedures.

. Select, develop and evaluate personnel to ensure the efficient
operation of the Customer Support functions.

. Build and Manage regional support plans. Including implementation
of support pricing policy according to the Global support direction.

. Handle support staff recruitment, training and development.

. Be responsible for Customers training including logistics,
training plan, certifications and customer feedback.

. Establish strategic plans and objectives of Americas Customer
Support Services Group.

. Manage Americas Customer projects that require special attention
in terms of delivery and development.

. Define, oversee and manage all Customer Support functions within
the territory.

. Act as an active member of the Americas and Global Management
teams.

. Define and manage the Americas Customer Support budget according
to the NBU strategic plan and Customer needs.

. Provide feedback with regard to product maturity and its alignment
with NBU strategic goals.

. Establish and maintain customer demo capabilities for the sales
organization.

. Ensure constant direct relations with Americas customers, such as
Cisco and other resellers, and the Americas Sales team.

Required Skills and Experience:

. In depth practical experience with at least 2 of the following
topics:

1. Networking (LAN/WAN routers, low balancing.)

2. Audio and Video based products

3. SW engineering (terms, catalog models, the where and how to fix the
software piece.)

. Management of a Support team of at least a dozen personnel for at
least 5 years including experience 1st to 4th line support structure in a
global environment.

. Ability to handle multitasks, perform under pressure, and absorb
pressure from team members

. Deep familiarization with Channels support needs, and recruitment
and training programs (internal and external).

. Well-developed customer relation skills.

. Prior project management capabilities and experience.

. Experience in P&L management and customer support plans and
pricing

. Does not mind working long hours and dealing with the time
difference with corporate headquarters.

Education:

. BS or BA in Business, or EE and SW or HW practical engineering
education

Reports to: US GM located in NJ and VP Global Services located abroad

Travel: Based in Northern NJ with 30% of time in the field, and every other
week 2-3 days in New England. Initial training abroad and possible annual
trip abroad.

Compensation: Salary: $120-$130K plus MBO's for total of $150K+, depending
on prior earnings. Comprehensive benefits.

If interested, please contact:

Karen Allison, Executive Recruiter

Castle Consulting Services, Inc.

karena@castle- consulting. com

July 14th - Tues - Reg Mtg 6 pm - Carnevale Center 10 Lenox Ave Pompton Lakes 07442 Rm 009 - bring 20 copies of resume
Sept 15th Dinner Mtg - Recruiter Night Out - Bill Belknap Moderator - Beverly Lieberman Halbrecht Lieberman

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