Senior Director, Technical Services Lead

2 weeks ago

Goa, India CommScope Inc. Full time

The CommScope Inc. Customer Support and Services (CSS) team is a globally distributed unit operating with a unified operations model. We are aligning our business with a clear focus on delivering exceptional customer experiences.

Director, Global Technical Support leads technical managers and/or technical engineers to ensure that we meet our clients' needs in accordance with the CommScope standards of performance. They also lead on strategic global functions, represent the Technical Assistance Center (TAC) within our business, steer cultural change, and identify and drive improvements within the business.

Key Responsibilities:

  • Part of the Customer Services & Support leadership team, drive strategy and execution in meeting business goals.
  • Build a close relationship with Sales Leadership to enable improved customer experience for our shared strategic customers.
  • Partner and continue to build on our relationship with Engineering.
  • Closely work with your peer leaders to ensure consistency across the team.
  • 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 CommScope 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 most importantly, customer satisfaction.
  • Continual improvement and innovation to drive the customer experience both in the support team and overall business in multiple geos and diversified teams.
  • Thought leadership on interactions with clients and how as a company we can meet customer goals.
  • Experience in swarming case management techniques.
  • Familiarity with the Support Tech stack and the value it brings.
  • Lead a team of engineers and managers across TAC operational functions – backlog reviews, customer concerns, career growth, training, proactive functions, productivity, knowledge base, customer guidance.
  • Proactively identify and handle customer issues and critical cases through the business, including assignment of engineers, handoffs, interactions with engineering, sales, and end customers, while keeping senior leadership aware to ensure we exceed customer expectations.
  • Coach, mentor, and educate our engineers to drive improvements in a nurturing way.
  • Promote the correct team diversity and help the team to succeed with a focus on customer experience.
  • Produce, review, and interpret operational data for reporting into leadership.
  • Fast-paced and able to identify exceptions that need immediate attention.
  • Lead sophisticated global functions within the TAC and/or perform as the primary contact on important interfaces to our internal and external customers.
  • Actively be involved in reducing undesired attrition in the business.

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 a vendor 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 – ability to put yourself in the customer's shoes.
  • People development.
  • Discernment.
  • Self-starter who is passionate about technology.
  • Excellent oral and written communication skills.

You'll Excite Us If:

  • Must have validated experience organizing and expressing written and verbal communications clearly, effectively, and efficiently in English.
  • Able to work off-shift and weekends as required.
  • Proactive, dynamic professional self-starter with excellent organizational, communication, and interpersonal skills, and the ability to work effectively in multi-functional teams.
  • Experience as an individual contributor.
  • Worked with enterprise customers.
  • Technical knowledge in networking; wireless AP/controller and switching.
  • Worked within global distributed teams.
  • Limited amount of travel

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