Director, Global Technical - Customer Support Services

At Belkin International, Inc., people come first. We are proud to say that the single greatest contributing factor to our 25 years of success is our talented and ambitious staff. We have always provided our employees with an inspirational, supportive, enriching, and empowering environment in which to thrive and accomplish more than we ever dreamed possible. We are fundamentally loyal to our company, to our brand, and to our coworkers. We lead by example to motivate and support those around us. We share an intense passion for winning, and though we have experienced annual growth every single one of our 25 years, we’ll never become complacent. We are focused on the future and are excited to tell the world that the best is yet to come.

General Responsibilities:

The Director of Global Technical & Customer Support Services will provide the necessary leadership and direction to ensure high levels of performance within the global technical and customer support team.  This position will have direct responsibility for establishing accountabilities and priorities, and communicating practical direction to the Support teams.  The successful candidate will have demonstrated leadership experience managing highly technical teams and large global customer support functions.  This person will be an important spokesperson and evangelist for driving Support delivery excellence and will work closely with the Engineering, QA, Sales, and Operations teams to facilitate outstanding customer support and service. The person will also direct the management of Key Client/Vendor Relationships.

Specific Responsibilities:

• Oversee customer service and product support functions for the organization.


• Responsible for customer service and support strategies, policies, and programs such as call center and technical product support, and customer applications support.


• Develop standards for handling customer complaints and may occasionally be involved in escalated issues to ensure customer satisfaction.


• Develop programs that encourage customer acceptance of company products and services.


• Support Company’s Affirmative Action initiatives, providing equal opportunity to employees and candidates.


• Uphold Company’s Affirmative Action plan and make good faith efforts to achieve Affirmative Action goals and time tables.


• Fulfill responsibilities under ISO 9001 and 14001; understand and fully support ISO system.


• Fulfill responsibilities under OHSAS 18001, understand and fully support OHSAS 18001 system.
  
  
  
  • Maintain a safe and clean work environment.
  
  
  • Understand and follow company rules and regulations.
  
  
  • Perform all other duties as assigned and required.
  
  
  
  

Education and Experience Requirements:

• 5+ years of management experience with at least two years in senior management roles managing large, global technical and customer support teams.


• 6+ years of experience providing technical and customer support to the customer environment or a similar technical/service job function.


• Minimum BA/BS degree in a technical field, MBA a significant plus.


• Demonstrated track record of delivering industry-leading support to large scale, global service operations. Right Now experience is a significant plus.


• Proven ability to effectively prioritize and escalate customer issues and rapidly resolve them.


• Ability to implement efficiencies and process improvements to the customer and partner support life cycle, including innovative methods of delivering online and self-service support.


• Can work effectively with cross-functional stakeholders to ensure consideration is given to high impact support trends and customer usage feedback on the products. 


• Effectively participates in the product release cycle to ensure that support readiness requirements are met for new products and that the Support staff are well trained and informed on the Company’s products and services.


• Can successfully define, implement and distribute standard support metrics to ensure consistency, accuracy and customer satisfaction exceeds expectations.


• Must be a team player with high integrity and a strong work ethic.


• Excellent written and verbal communication skills are required, including the ability to communicate technical concepts clearly and effectively.


• Must have demonstrated ability to negotiate, make difficult decisions and manage change.


• Maintains a technical background with a strong interest in mastering technical concepts. 
  
  

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.