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Director, Technical Support

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NetApp

3mo ago

  • Job
    Full-time
    Expert Level
  • IT & Cybersecurity
    People, HR & Administration
  • Bangalore

AI generated summary

  • You must have 15+ years in technical support, CRM expertise, strong relationship-building, leadership experience, tech passion, and a BS in a related field; an MBA or MS is a plus.
  • You will manage operations, develop strategies, ensure customer satisfaction, resolve escalations, build relationships, mentor teams, and oversee budgets while collaborating across functions.

Requirements

  • * Broad-based technical support professional with 15+ years of experience leading enterprise class support services organization with cross geographic international customer base
  • * Proven track record of developing, growing, and managing support services and customer success organisation.
  • * Ability to build an operating model with tools, processes and people to drive a scaled model for customer success.
  • * Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM, Knowledge Centred Support (KCS)
  • * Ability to build deep relationships with executives across all APAC Geography
  • * Effectively build and establish relationships with support delivery partner organisations to enable a scalable support model
  • * Demonstrated success in building a support services, Customer Engagement and Partner Engagement function
  • * Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
  • * Proven track record working with Product Management and product engineering to deliver improved product supportability and improved customer experience
  • * Passion for technology and innovation
  • * Strong understanding of Hybrid Cloud technology and experience in Cloud Software support is desirable.
  • * Proven experience in building and leading a regional large support delivery organization
  • * Excellent communication and presentation skills
  • * Analytical and negotiation skills, particularly at executive levels
  • * Strong understanding of business processes and their implementation into enterprise applications
  • * Excellent knowledge of product lifecycle, tools, processes, and operations planning.
  • * Track record of successfully collaborating with sales teams
  • * Demonstrated ability to manage multiple, critical projects is required.
  • * Must be open to 50% regional/global travel
  • * A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field; or equivalent related experience is required.
  • * A Master of Science Degree in Engineering, or an MBA is desirable.

Responsibilities

  • This position is responsible for managing a major segment of work within a broad functional area for the India geographical area.
  • The focus of this role is on translating functional strategies into operational plans and priorities. Work collaboratively with other senior managers to establish strategic plans and objectives.
  • This individual will use in-depth knowledge to solve issues that are complex in scope, and establish medium to long-range plans.
  • Develop budgets/AOP for approval and this individual is accountable for managing to approved budget.
  • Design, develop and implement operating policies that ensure the operation’s effective achievement of objectives.
  • Create a predictable and consistent high quality customer experience by developing and scaling repeatable methodologies and proven best practices.
  • Utilize expertise and experience in area of technology, project management, and people management to actively lead strategic regional and global initiatives and programs.
  • Ensure best in class customer experience and transformational impact through adoption of digital support platform and tools.
  • Focus on customer intimacy – deliver positive impact and value adds to a customer’s business by understanding customers’ key business issues and opportunities.
  • Translate customer feedback, infer trend from customer issues pertaining to product and collaborate with product engineering organization to influence product quality and supportability improvement.
  • Ensure customer escalations are resolved quickly, leveraging resources from across the company as needed.
  • Build and nurture regional exec-level relationships across the region to solidify support partnership and commitment to the customer.
  • Work closely with the Sales/Solution Engineering (SE) organizations to develop and execute customer experience improvement plans and strategies.
  • Overachieve operational metrics.
  • Work closely with global customer support delivery community leaders to ensure that local enablement needs are clearly understood and part of broader enablement plans.
  • Grow and Manage a strong hybrid cloud technical support team for the region with a focus on making every customer in region as successful as possible, resulting in continued loyalty to NetApp.
  • Mentor and coach team members, hire and develop key talent, and manage performance.
  • Ability to work globally environment in highly collaborative, and ability to excel in highly matrixed environment.
  • This individual must demonstrate strong leadership skills by establishing clear goals, objectives and priorities that communicate the organization’s vision.
  • Works with Senior Management and Vice President level employees across functions.
  • The position reports to World Wide Technical Support Vice President.

FAQs

What are the primary responsibilities of the Director of Technical Support at NetApp?

The Director will manage a significant segment of work within the technical support function for the India region, ensuring a high-quality customer experience, developing and implementing operational plans, managing budgets, and leading the technical support team.

What qualifications are required for this position?

A Bachelor of Science Degree in Computer Science, Electrical Engineering, or a related field is required, along with a Master of Science Degree in Engineering or an MBA being desirable.

How many years of experience are necessary for this role?

A minimum of 15 years of experience leading enterprise-class support services organizations with a cross-geographic international customer base is required.

Is travel required for this position?

Yes, the role requires openness to approximately 50% regional/global travel.

What skills are emphasized for candidates applying for this role?

Candidates should have strong leadership, communication, and analytical skills, as well as a passion for technology, experience with Hybrid Cloud technology, and the ability to build deep relationships with executives.

How does NetApp approach diversity and inclusion?

NetApp fully embraces and advances a diverse, inclusive global workforce, fostering a culture of belonging that leverages diverse backgrounds and perspectives to enhance organizational performance.

What can you tell me about the support model for the technical support team?

The Director will build an operating model with tools, processes, and people to create a scalable support model focused on customer success and satisfaction.

What is the relationship between the Technical Support teams and other departments at NetApp?

The Technical Support teams will collaborate closely with sales, pre-sales, and professional services teams, as well as product engineering organizations to drive customer satisfaction and product support improvements.

Are there opportunities for professional growth in this position?

Yes, NetApp supports professional and personal growth through educational assistance and various benefits to enhance the overall quality of life.

What is NetApp's stance on Equal Employment Opportunity?

NetApp is firmly committed to Equal Employment Opportunity (EEO) and complies with all laws prohibiting employment discrimination based on various protected classifications.

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NetApp

All-flash, no compromise.

Consulting
Industry
10,001+
Employees
1992
Founded Year

Mission & Purpose

NetApp is a multinational company that specialises in providing data management and storage solutions for businesses and organisations. They offer a comprehensive portfolio of products and services designed to help enterprises efficiently store, manage, protect, and analyse their data. NetApp's ultimate mission is to empower organisations to unleash the full potential of their data by providing innovative and reliable storage infrastructure solutions. Their purpose is to enable businesses to transform their data into a strategic asset, driving digital transformation, improving operational efficiency, and fostering innovation. NetApp aims to deliver exceptional value to their customers by ensuring data availability, scalability, and security, ultimately helping businesses thrive in the digital era.

Culture & Values

  • Put the customer at the center

    You don’t become a deeply trusted, indispensable partner without listening to customers, walking in their shoes, and propelling your orbit with a strong point of view.

  • Care for each other and our communities

    Caring for each other and our communities takes large doses of humility and kindness—mixed with building deep, authentic connections and topped with an unwavering commitment to collaboration.

  • Build belonging every day

    By embedding diversity and inclusion into every decision that we make, we open the door to other voices, different perspectives, and most important, our true potential for innovation.

  • Embrace a growth mindset

    We step out of our comfort zone even when it's scary and learn from both our failures and our successes. This keeps us from stepping into the dreaded fixed-mindset quicksand.

  • Think and act like owners

    Showing up with our A game, being accountable, and acting with speed and integrity are the keys to unlocking the sense of ownership that's necessary to create the future.