Job Description
- Applies technical expertise in order to resolve highly complex customer issues by coordinating the technical support between the field and Customer Service managers.
- Interfaces with Senior Management, Engineering, Sales, Marketing, Customer Service and customers to resolve business, and technical issues on all products and services.
- Manages activities of individual contributors with assigned team. Controls and directs internal resources in terms of setting time requirements and expectations.
- Assist with the selection and training of Customer Support Managers assigned to a geographic region or country. Trains less experienced team members in working customer issues through to resolution.
- Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction.
- Identifies and facilitates the route of all technical queries and problem resolution from the customer to Corporate Technical Support and Engineering.
- Ensures suitable level of service personnel and activity during problem resolution at all locations. Accountable for operational results in terms of expenses, budget, performance standards/metrics, customer satisfaction and employees.
- Oversees the coordination, administration and execution of customer support programs, products, projects, process, performance metrics/standards for assigned area.
- Integrates customer and company's technology business requirements with technical requirements to determine best course of action when resolving customer issue.
- Enables sales by positioning solutions to protect company's technology product image while identifying sales opportunities. Gather customer intelligence on sensitivities and expectations.
- Analyzes customer technical problems with respect to business, operational and financial areas of customer service and has responsibility for making decisions relating to these issues. Interfaces with customer on behalf of senior management via customer meetings and written communication.
- Responsible for acting as Liaison for customer visits to the Executive Briefing Center. Travel to customer sites and company's offices is required. Performs other duties as required. Will carry a pager and will likely be called upon during off-hours to become actively involved in resolving a customer issue.