| July 30, 2009 Director of Call Center Customer Support Services Team 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 post sales support and service for all customers. As the Director of Customer Support Services for the Americas, you are responsible for all direct channel support. You must have experience working in a global environment. Other important functions of this position are the recruiting, training and development of staff and training of customers and channels. It is important in this role to be technically capable with either in-depth knowledge of video hardware and software applications or network appliances such as hubs, routers, and firewalls via Level 3 & 4 call center support. You will set 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 service issues. . Ensure proper functioning of support functions with relation to technical knowledge and support procedures. . Recruit, train and evaluate personnel to ensure the efficient operation of the Customer Support functions via a call center. . Build and Manage regional support plans. Including implementation of support pricing policy according to the Global support direction. . Be responsible for Customers and Channel 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. Support sales as needed in a presales role (sales calls, RFPs, etc.) . 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. . Prior experience building a support team that has handled a call center, RMA process, SLA handling, training and field trials. . Ability to handle multitasks, perform under pressure, and absorb pressure from team members . Prior experience working for an internationally headquartered company. . Deep familiarization with Channel support needs, recruitment and training programs (internal and external). . Well-developed customer relation skills. . Prior development, engineering or project management capabilities and experience required. . Experience in P&L management and customer support plans and pricing. . Ability to work long hours and deal with a 5+ hour time difference with corporate. 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 20% of time in the field, and every other week 2-3 days to 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: Dan Pickett, Executive Recruiter Castle Consulting Services, Inc. danp@castle- consulting. com Dan Pickett, Executive Recruiter Castle Consulting Services, Inc. www.castle-consulti ng.com danp@castle- consulting. com (C) 845-235-5467 (O)845-224-3928 August 4th - 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 - Joe McComick Clark Davis Oct |
__._,_.___
MARKETPLACE
Change settings via the Web (Yahoo! ID required)
Change settings via email: Switch delivery to Daily Digest | Switch format to Traditional
Visit Your Group | Yahoo! Groups Terms of Use | Unsubscribe
.
__,_._,___
No comments:
Post a Comment