Director of Customer Support

Position Summary

Director of Customer Support

 

The Company

 

Our client is a pioneer in photopolymer jetting. It develops, manufactures and globally markets ultra-thin-layer, high-resolution 3-dimensional printing solutions for rapid prototyping and rapid manufacturing.  Our clients systems are patented and market proven enabling even the most complex 3D models to be printed with exceptionally high quality, accuracy and speed.

 

Their technology is well established as the leading platform for high-resolution 3-dimensional printing. PolyJet-based systems are used in hundreds of manufacturing sites across the world and across a wide spectrum of industries: automotive, electronics, toy, consumer goods, medical footwear, and more.

 

Founded in 1998, is privately held and headquartered overseas.  The Company has recently established a US subsidiary based in the greater Boston area. The Company serves its growing worldwide customer base through wholly owned subsidiaries in Europe and Hong Kong, and a global network of distribution partners.

 

Some of its top clients include: Ford, Toyota, Honda, BMW, VW, Audi, P&G, J&J, Motorola, Philips Sony, Panasonic, HP, Kodak, Adidas, Nike, 3M, Lego, Hasbro, Swarovski.

 

Responsibilities

 

The Director of Customer Support will manage supervisors and support teams in providing quality support services to Objet customers and resellers. In charge of Field Support, Service Logistics, Product Support Management and Business functions. Daily employee management will include providing Support quality feedback and in managing overall support workflow. The Director Customer Support is also responsible for short and long-term performance management of his/her direct reports, including managing individual operational indicators, written performance reviews, quarterly MBO goals and career planning.

The Director of Customer Support will manage the overall escalation process, including communication with customer, resellers and/or management team. He or she will communicate with Objet VP of CS and other senior management about customer issues that may require their involvement. The Director Customer Support will resolve serious customer escalations by engaging the appropriate technical, engineering or management resources.

This position may work directly with customers and salespeople to develop, document and implement custom support services.

The Director of Customer Support will frequently communicate with other Objet functions on both a proactive and reactive basis. In addition to solving immediate quality or customer problems, he or she will communicate process changes, trends, etc. to Corporate CS and other stakeholders including R&D, Operations, Finance and Marketing. This communication may be written or verbal and may require advanced presentation skills.

This role requires a high level of technical communication with the Objet engineering community and in-depth technical experience is necessary.  

Specific Tasks IncludeDaily Support Delivery Management Manage workflow, staffing and schedules to meet operational goals including in-direct channels. Report operational metrics Manage customer or reseller escalations Insure the effective operation of Support delivery tools and customer relationship management systemsManage Service Logistics and related warehousingManage the CS business including P&L, service contracts, parts and servicesManage the training center and knowledge deliverables

Support Planning Participate on cross-functional product team meetings. Develop Product Support Plans of Beta stager, release and EOL, and communicate plans throughout the organization.  

Employee Management Interview and hire new employees to follow Objet Inc growth and needsWrite and deliver regular employee performance appraisals, quarterly MBO goals and career plans. Manage routine employee performance issues; develop employee improvement plans and manage the corrective action process

 

Strategic Management With the Support Management Team, develop annual Support plans, including new offerings, initiatives, and directions Responsible for annual budget planning.

 

Qualifications5-10 years experience managing complex technical support teams in international companies. Outstanding customer communication skills. Functional experience in product support planning, Support delivery strategy development and forecasting. Technical expertise in multi discipline systems is a plusMinimum 5 years successful experience managing expense budgets. Superior interdisciplinary communication and listening skills to interface with internal and external customers. Ability to adapt to a fast changing environment and multitask. Able to deliver in stressful situations.

EducationBS in business or technical discipline.

 Compensation

In order to attract a professional of the highest caliber, our client will offer the successful candidate an attractive compensation package, including a competitive salary, benefits and equity.

 

 

For additional information, please contact Chris Reece, The McCue Group, Waltham, MA, 781-839-7385 or creece@mccuegroup.com