Responsible for the worldwide technical support team. Technical product training of our service partners. Manage customer escalations. Work cross functionally with operations, sales and finance to ensure customer requirements are met.
Job Content
Manage product installation
Own Delivery of Level 3 technical support
Responsible for managing technical customer escalations from the call center, the field systems engineering team, and on-site services
Develop, document and deliver technical product training world-wide to call center, customers and authorized services providers
Responsible for the creation and sustained maintenance of documentation of processes, and knowledge base to ensure technical support readiness.
Work closely with engineering identify trends/bugs to fix, and give inputs on product development/roadmap
Manage the hiring, staffing, and development of the technical
Job Qualifications
Passionate about delivering superior customer service and leading the organizational changes to get there.
Metrics driven manager with experience managing field systems or sales engineering teams.
Familiar with networked storage as it relates to various backup and recovery environments (Linux/Unix,Novell, Microsoft, etc)
Knowledgeable about RAID, NAS, and SAN networked storage technologies
Experience
Candidate must have experience:
Supporting networked storage systems, sotware and hardware in the context of a customer´s IT infrastructure/environment,
Working with third-party customer service providers ,
and experience in technical support and/or customer service delivery dashboards/analysis that drives a culture of continuous improvement,
6+ years leading/managing field systems engineering organizations to support products and/or technologies related to data storage.
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