Friday, August 7, 2009

[SMCNG] Digest Number 185

Messages In This Digest (2 Messages)

1.: good article on pitfalls to avoid in job search From: Terrence Seamon

2.: LEAD: Dir Call Ctr Supp Svcs - NJ - to 100k + From: john sampson

View All Topics | Create New Topic

Messages

1.: good article on pitfalls to avoid in job search

Posted by: "Terrence Seamon" thseamon@yahoo.com thseamon

Thu Aug 6, 2009 9:36 am (PDT)

Business writer Andrea Coombes has a good article

http://www.philly.com/philly/business/personal_finance/072809_deperate_job_seekers.html

about some pitfalls to avoid in today's job market.

A few of her key points:

- "A good job hunter has two jobs: They should be discovering the
problems that employers have for which they need help and then they
should be presenting themselves as the solution."

- "Jobs often are not advertised, and the only way to find them is by
networking. "Many employers prefer not to advertise on the Internet.
They prefer to fill vacancies in more personal ways. Job hunters who go
on the Internet, typically only 10 percent or less" are successful. That means finding and contacting companies that can use your skills. "Find a live human being there that you can connect to so
you're not just another resume coming in the door."

- "Networking is about developing relationships. Contact people
you know to ask for advice; don't ask for work. Tap their expertise
about their industry and company, and what advice they have for you on
the job hunt."

Terry

Terrence Seamon
(732) 246-3014 home/office (732) 715-8218 cell
thseamon@yahoo.com
http://www.linkedin.com/in/thseamon
http://twitter.com/tseamon
http://learningvoyager.blogspot.com/

Back to top
Reply to sender | Reply to group | Reply via web post
Messages in this topic (1)

2.: LEAD: Dir Call Ctr Supp Svcs - NJ - to 100k +

Posted by: "john sampson" jcsspike@yahoo.com jcsspike

Thu Aug 6, 2009 9:36 am (PDT)

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

Back to top
Reply to sender | Reply to group | Reply via web post
Messages in this topic (1)