Director of Technical and Customer Support – DAS and Telecom Products

San Diego, CA 92128

Posted: 09/21/18 Employment Type: Direct Hire Industry or Function: Management Job Number: 69220 -TJ Compensation: $140K to $ 175K per year

JOB #: 69220 -TJ

KEY WORDS: DAS, Cust Svc, Tech Support

JOB DESCRIPTION: The director of customer support is in charge of the company's customer support team, including all aspects of its day-to-day work. This position is responsible for developing and propagating customer culture, within the company and among those employees who typically interface with our customer, be it face to face, via telephone, email, via our website, live chat, video or social media.

The support team can be divided into two main groups, technical support and customer service. The director must oversee the development and management of customer support process which that both teams can follow to ensure that:
• customers receive fast and effective response to concerns,
• internal; sales teams receive accurate and timely product and systems training
• Technical support teams act as an affective liaison between customers and the rest of the organization.

Job Duties:
• Drive Customer Success Outcomes
• Inspire Customer Success across the company
• Drive Adoption of New Products
• Monitor Health of Products and Systems
• Measure Effectiveness of Customer Success
• Program Management for Key Customer Initiatives

Salary Range and Bonus Potential:
$140K to $ 175K per year

Benefits:
• Working in a dynamic environment with an impressive team of exceptional talent where ideas are heard and used.
• Medical
• Dental
• Group Term Life Insurance
• Additional Company-Paid Benefits
• Voluntary Plans Available

Job Requirements:
• Extensive experiencing of managing operational customer facing organizations
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Demonstrate ability to motivate and communicate with others at all levels
• Analytical and process oriented mindset
• Ability to manage influence through persuasion, negotiation, and consensus building
• Established track record of exceeding targets, KPI’s SLA’s, in a quality led, environment
• Able to interpret MI/BI and develop strategy and make recommendations.
• Ideally combined background of postsales support and presales development
• Strong empathy for customers AND passion for revenue and growth
• Demonstrated desire for continuous learning and improvement
• Able to adapt and succeed in a changing environment
• Strong background with:
o Trouble ticket/service desk management systems
o Customer resource management systems
o Microsoft office suite

Educational Requirements:
• Relevant Bachelor’s degree; in RF Engineering a Plus

Jill Martinelli

I have the coolest job in the world! Defined: Recruit (1635-45); < French, stem of recruter, derivative of recrue new growth. I love this definition – it’s focus is on new growth. I help individuals, departments and organizations grow! As an industry generalist I have the opportunity to learn about the latest technology in real time and converse with the most intelligent, creative and educated people in their respective fields. What a gift to be able to learn from my clients and candidates who keep me current and ahead of industry technology trends while helping them grow their careers and teams. I cut my recruiting teeth by staffing Qualcomm Assemblers (I earned a Soldering Certificate – trained by Qualcomm’s then Production Manager) to Engineering and everything in between. I believe my greatest strength lies in my ability to learn a company and its products as if I work for them- because I do! This leads to the opportunity to build their teams across multi-disciplines, Engineering, Sales & Marketing, Quality, Materials, Operations and Management/C-Level, across multiple industries. (Medical device, Electronics, Green technology, DOD and Scientific) I have helped numerous startups as well as mature corporations grow their teams. My network of contacts has been built over 25 years and has proved invaluable as a resource in finding the best of the best for companies and candidates. Originally from Buffalo, NY (Go Bills!) I earned my BS from SUNY Oswego in Elementary Education (comes in handy as I do a lot of coaching!)
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