Senior Director, Technical Services Lead

The CommScope Customer Support and Services (CSS) team is a globally distributed organization with a unified operations model. We are focused on delivering exceptional customer experiences.

Job Summary:

We are seeking a Senior Director, Technical Services to lead our technical support operations. This role will be responsible for ensuring that we meet our client's needs in accordance with our standards of performance.

Key Responsibilities:

• Lead technical managers and/or technical engineers to ensure that we meet our client's needs.
• Develop and implement strategic global functions to drive business growth.
• Represent the TAC within our business and lead cultural change initiatives.
• Identify and drive improvements within the business.
• Partner with Sales Leadership to enable improved customer experiences for our shared strategic customers.
• Work closely with Engineering to drive business growth.
• Ensure consistency across the team by working closely with peer leaders.
• Understand and adopt our vision and drive aligned direction on individual projects and improvements.
• Drive continual improvement to address operational challenges and improve client satisfaction.
• Produce and use data to better steer our business and help meet our objectives.
• Represent RUCKUS and make decisions at the appropriate level.
• Mentor, enable, and drive growth for managers through effective delegation and assignment of appropriate functions.
• Monitor and manage regional staffing requirements to meet volume and complexity from our customers.
• Manage and report on data measuring TAC performance, product performance, and customer satisfaction.

Requirements:

• Bachelor's degree or equivalent work experience.
• Demonstrated experience in a networking environment and 6+ years in a technical customer-facing management role.
• Previous TAC experience in a senior role.
• Experience in vendor management is desirable and an advantage.
• Proven people management and leadership experience in a technical environment across diverse teams.
• Clear understanding of TAC business metrics relating to financials and customer experience, leading and lagging.

Key Competencies:

• Demonstrated leadership in a TAC environment.
• Strong customer-centric approach, with the ability to put oneself in the customer's shoes.
• People development.
• Discernment.
• Self-starter with a passion for technology.
• Excellent oral and written communication skills.

You'll Excite Us If:

• You have validated experience organizing and expressing written and verbal communications clearly, effectively, and efficiently in English.
• You are able to work off-shift and weekends as required.
• You are a proactive, dynamic professional self-starter with excellent organizational, communication, and interpersonal skills, and the ability to work effectively in multi-functional teams.
• You have experience as an individual contributor.
• You have worked with enterprise customers.
• You have technical knowledge in networking, wireless AP/controller, and switching.
• You have worked within global distributed teams.
• You are willing to travel less than 10% or as needed.