Director Technical Support Job Description
Director technical support
provides phone, email, chat or service desk based technical support for IT services consumed by Medtronic users, including:.
Director Technical Support Duties & Responsibilities
To write an effective director technical support job description, begin by listing detailed duties, responsibilities and expectations. We have included director technical support job description templates that you can modify and use.
Sample responsibilities for this position include:
Assign and manage live site technical open technical issues queue for a dedicated team of engineers
Assign and manage customer integration issues or requests for a team of engineers
Provide executive summary of health of the live sites and onsite reporting
Directs, measures and drives teams to deliver on business unit Scorecard KPIs and customer SLAs
Drives the development of all Rackers in the Technical Support org
Increases operational effectiveness whilst expanding customer value
Keeps abreast of and provide thought leadership on industry best practices, concepts and trends, making sure that we continually evolve our strategy to keep ahead of competitors
Ensures effective communication to Rackers and Leaders on business unit performance, progress on strategic initiatives, customer experience developments, problem and focus areas
Provides continual operational reviews to the Support leadership team highlight any areas of concern and where there are progress or performance issues areas of celebration around specific and significant customer wins and internal improvement progress
Maintains strategic engagements with key clients to ensure the function stays relevant and current in its thinking, adding gravitas and seniority during critical events
Director Technical Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Director Technical Support
List any licenses or certifications required by the position: PMP, ITIL, UNIX, MCDBA, MCSE, VCP, SYNNEX, AHIMA, CSR
Education for Director Technical Support
Typically a job would require a certain level of education.
Employers hiring for the director technical support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Engineering, Technical, Computer Science, Business, MBA, Science, Education, Management, Technology, Finance
Skills for Director Technical Support
Desired skills for director technical support include:
Technical support functions and related engineering responsibilities
Common tools
Data and tools used to manage customer service organizations
Agile
IT Service Desk and End User Computing Services
ITIL frameworks for Service Delivery and service support processes
Cloud
Data storage
IT industry specifically networking
Products and services offered by SYNNEX
Desired experience for director technical support includes:
Interact with various departments regarding missing content,posters, metadata
Provide face-to-face strategic planning, facilitation, and training
Outstanding people management experience (managed 5-8 direct reports, including managers) with demonstrated ability to train and develop others
Excellent project management, organizational skills, attention to details, follow-through, and overall customer service skills
Demonstrate innovative thinking and thought leadership by developing departmental strategy that links to the overall division strategic direction
Can implement defined strategy by effectively leading and driving change
Director Technical Support Examples
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Director Technical Support Job Description
Job Description Example
Our innovative and growing company is hiring for a director technical support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for director technical support
- Evaluate and understand current customer support needs, while also anticipating future needs and building long-term sustainable solutions
- Develop, maintain, and ensure relevance for all technical support web content used globally by internal and external customers
- Understand and build long-term innovative global technology systems that enable enhanced customer
- Drive continuous improvement of the customer experience through team, process and support tool development
- Build strong cross-functional and matrixed relationships and collaborate with Product Marketing, Sales, Product Development, Service Engineering, and others to ensure a positive customer experience
- Manage and promote open and ongoing communication with commercial field teams in all geographic Regions
- Recovery of applications even when a non - application incident
- Manage application and database changes to fix problems or to restore services while ensuring changes are adequately tested to avoid potential impact to up - stream or down - stream applications
- Ensure that applications are performing in a way that maximizes business productivity, they meet on - line response time service levels, batch reports are delivered as required by the business and files are received and sent according to business - defined criteria
- Sponsor, implement and manage process and productivity improvement programs
Qualifications for director technical support
- Minimum 5 years travel agency industry experience in the U.S. or Canada
- Minimum 5 years management experience or proven leadership experience, preferably leading a virtual team in a sales, training or consulting environment
- Masters Degree in Life Sciences discipline required, Ph.D
- Large scale global team leadership experience within a matrixed environment
- Market and industry knowledge and awareness of trends associated with our customer’s environments to properly develop and deploy customer solutions
- Industry experience managing teams that support complex instrumentation, applications and informatics by phone and at customer locations
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Director Technical Support Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of director technical support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for director technical support
- Lead the Focused Technical Support (FTS) delivery to support high-touch accounts through dedicated technical engineering and high-touch operations management
- Take leadership in the reason, support services engineers, logistics and field facing organizations to drive the increase in customer satisfaction and loyalty, increase productivity and delivery excellence
- Leads the development and implementation process of a company's services involving departmental or cross-functional teams focused on the delivery of new or existing projects
- Provides technical oversight to programs to ensure compliance with company policies and procedures
- Monitor upstream and downstream production process performance
- Provide support to floor operations, protocol execution, and training of manufacturing staff
- Troubleshoot process deviations to understand the possible causes from a scientific perspective
- Possesses a strong quality and process oriented background
- Can serve as a customer advocate to drive key customer relationships for Support
- Proven ability to maintain constant communication of all types within the support teams and cross-functional groups
Qualifications for director technical support
- Proven success in building collaborative partnerships with field teams (Service Sales, Instrument Sales, Field Management) and internal organizations (Marketing, Service Development, Regulatory & Quality, R&D, Manufacturing, Operations and facilities)
- Previous lab or direct bench experience is preferred
- Strong understanding of the instrumentation product development process and GTM strategy development to ensure needs and issues can be anticipated
- Strong commercial understanding and awareness
- Demonstrated excellence in communication (verbal and written), negotiation, presentation, and interpersonal skills
- Strong PPI mindset – able to drive productivity and sustainable improvements
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Director Technical Support Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of director technical support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for director technical support
- Leads cross-functional teams to provide end-end improvements of service delivery in the Upsell Support Services and Out Of Warranty/Out of Scope Point of Need services
- Partners with Go-To-Market Sales & Marketing teams in APJ to enable growth of share in the APJ countries
- Lead the up-skilling programs of employees in skill certification and implement employee motivation/ recognition programs
- Directs and leads the on-site phone technical support team
- Ensure phones lines are effectively and efficiently supporting consumer needs as it relates to availability of our technical support lines
- Coordinate and manage scheduling of our tech-line availability to best support call volume
- Actively collaborates and partners with the Product Development/Engineering and Sales teams to proactively plan and support existing and newly launched products
- Primary point of contact for internal/external leadership escalations
- Provide strategic leadership and tactical oversight in the management of people and operational resources, ensuring successful execution of services
- Manage the department by defining service-level objectives, optimizing activities and driving visibility through analysis, trends and defining key operational metrics
Qualifications for director technical support
- Strong delivery focus, working to demanding deadlines, prioritising team workload managing your own
- Experience and a good understanding of ITIL principles and concepts, Incident/Change/Problem Management
- Minimum of 6 years (PhD)/ 12 years (MS)/ 14 years (BS) years relevant experience (biopharma or related laboratory setting)
- Experience supporting or working within a commercial biologics manufacturing facility is strongly preferred
- In-depth understanding of analytical and Microbiology techniques
- A thorough knowledge of cGMP regulations as referenced in The Code of Federal Regulations (21CFR) and their specific application to quality control laboratories in a biologics manufacturing facility
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Director Technical Support Job Description
Job Description Example
Our innovative and growing company is hiring for a director technical support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for director technical support
- Develop Key Performance Improvement metrics to measure progress
- Interface with Product Development/Engineering to clearly convey requirements and provide insight during new product development, via existing call data and history
- Collaborate with IT and the Development team to maintain and improve data collection of “call volume” and “talk time”
- Communicate ideas for improving company processes with a positive and constructive attitude
- Assess performance, develop improvement plans and implement solutions to drive continuous improvement for staff
- Ensure customer experience is of high quality and exceeds expectations
- Build high-performance teams through strategic recruitment, innovative training concepts and retention to support growing business needs
- Create/update all documentation related to company products, both electronic and paper
- Responsible for identifying, organizing and scheduling periodic training sessions to include entire technical support staff ensuring well-versed in all aspects of product knowledge, support, efficiency and providing the customer with the finest call experience
- Closely work with business development support and commercial implementation teams to develop optical commercial and technical solutions, ensure correlation between project technical and commercial criteria to deliver projects that have the right technical integration
Qualifications for director technical support
- Knowledge of US/EU Regulatory requirements and industry best practices
- Experience managing people is required
- Experience with developing and implementing organizational structures / changes is strongly preferred
- Proficiency in the use of computers and software applications such as TrackWise, LIMS, SmartLab, Aegis is strongly preferred
- Effective written and verbal communication skills, including the ability to provide executive-level communications / presentations to various levels of management
- 10% to 15%, including international travel
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Director Technical Support Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of director technical support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for director technical support
- Demonstrate understanding of key business initiatives and an ability to originate and execute projects suited to those objectives
- Provide technical support on EPC term sheet and EPC contract negotiations to business development support teams
- Provide technical sxpertise adn support to commercial implementation teams on completing standardized form contracts for EPC, major quipment supply and engineering services
- Strong business accumen knowledge of contracts/negotiation
- Demonstrated understanding of business risks, including technical contract structuring to mitigate risk and provide competitive advantage
- Ability to challenge, motivate and influence teams without direct supervision
- Drive change management effort to promote adoption of the new processes, industry best practices or solutions
- Demonstrate deep engineering and technical knowledge of the renewable generating sector with a focus on solar, wind and battery storage
- Provide technical sxpertise adn support to commercial implementation teams on completing standardized form contracts for EPC, major equipment supply and engineering services
- Drive team to meet all operational metrics associated with productivity
Qualifications for director technical support
- Proven record of a strong team leader, coached and developed a collaborative team
- Bachelor's degree or equivalent with a minimum 10 years’ experience in Technical Support or related quality management experience
- Strong operational and management background with proven ability to lead an organization in customer service and/or technical support, by providing clear direction and objectives to teams, inspiring them to take on new challenges and exceed expectations
- Concrete experience in delivering strategic solutions for call centers and after sale support and service
- Successful track record in achieving and exceeding operational goals in an ever changing business environment
- Proven track record in quality improvement systems and/or cost efficiency