Director of Customer Support

DIRECTOR, CUSTOMER SUPPORT

Position Description:

Directs the company's customer support and technical training programs. Responsible for all

activities related to customer service, technical support, and training. Responsible for

establishing, implementing and maintaining customer service and training standards to provide

world-class customer support. Develops and oversees the implementation of policies and

procedures covering all phases of customer support and training.

Essential Functions:

• Direct activities of department managers and supervisors for order management,

technical support and training.

• Evaluate and measure customer satisfaction to develop and implement plans for

continuous improvement.

• Set and work toward achieving financial objectives set forth by senior management.

• Direct revenue generation activities and set goals for opportunistic selling and training.

• Direct export compliance activities as related to companies international businesses.

• Control and allocate department budget.

• Occasional overnight travel domestically and overseas

Other Non-Essential Functions:

• Other duties as assigned.

• Coordinates support with other functional teams within companies divisions.

• Ensures processes and systems are analyzed for continuous improvement.

• Work with Information Technology and Senior Management to evaluate new technologies

and ensure implementation of those that will benefit Customer Support and

Training.

• Actively participate in Policy Deployment (PD) initiatives and meetings.

• Direct the integration of customer support operations from acquired other companies

into current Company. Build rapport with these associates and acquire necessary

information to effectively integrate processes. Direct the interactions required between

both organizations to ensure a successful integration.

Education, Background and Skill Requirements

• Minimum of a Bachelor's degree with technical background and experience preferred. Masters a plus

• Strong interpersonal skills.

• Minimum of 5 years experience in managing customer support and training activities.

• Experience in technical training and adult education.

• Strong track record of managing a telephone based support team.

• Demonstrated vision for change and continuous improvement.

• Strong focus on the customer and meeting customer needs.

• Basic knowledge of customer support processes (i.e., pricing, returns, delivery, etc.)

• Previous managerial experience in domestic and international operations required.

• Experience in directing and implementing major corporate projects.

• Experience in recruitment, development, hiring and termination of personnel.

• Ability to resolve associate and customer complaints/problems and provide follow up.

• Ability to accurately assess key business metrics and situations.