The Director of Worldwide Product Support is responsible for all aspects of customer post-sales support delivered through both in and outsourced service providers. These functions currently include: Technical Support and Escalation Services, implementation services, non-technical customer service along with customer self-service and knowledge center capabilities.
The Worldwide Director of Product Support will manage the daily operational performance of SonicWALL’s global support centers, include providing service quality feedback and in managing overall support workflow. The Worldwide Director of Support Services 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 Worldwide Director of Product Support will communicate with Dell / SonicWALL field employees about customer issues and will manage the duty manager exception process. He or she will be responsible for communicating functional requirements for systems and tools to functional owners. Additionally, he or she will provide worldwide case activity data to cross-functional stakeholders.
This role requires a high level professional communication to all stakeholders.
This position directly supervises Product Support Director / Managers for all geographic regions including the Americas, EMEA and JAPAC. Responsibilities include:
Manage the business and operational relationship between Dell / SonicWALL and both our in house technical support teams and outsourced service providers.
Implement the service delivery strategy defined by the organization and supported by the AOP.
Ensure that quality and service delivery standards are met.
Collaborate with other organization such as Sales, Marketing, Engineering, QA, and IT to improve overall customer satisfaction objectives.
Manage call center performance activities, customer satisfaction and expense forecasting.
Develop and implement standard service levels, delivery and operational processes.
Evaluate delivery partners for new technologies and acquisitions; identify, and prepare new partners as necessary.
Represent the Services functions as necessary on product teams and in various other SonicWALL decision-making forums.
Evaluate and develop staff.
Qualifications
- 15 years experience managing high-volume, technical support centers, both on-shore and off-shore.
- Thorough familiarity with global support practices, laws and customs, with particular emphasis on India, Japan and Europe.
- Minimum 10 years successful experience managing expense budgets.
- Requires broad functional knowledge in all aspects of technical support management, including training and staff development; support planning; logistics; and delivery quality.
- Outstanding written and verbal communication skills.
BS in business or technical discipline.
- "CBAM4"
- "DMAMO"
- "DMALI"
- "DCAM4"
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