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Director, Customer Service Field Delivery
Hewlett-Packard
Spring, TX, United States
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This position is responsible for leading the service delivery organization in managing our installed customer base and driving new business growth within the Western Region of the United States.
Individual will partner with the HP Sales teams to grow the Print and PS business. Will be accountable for operational success, strategic alignment and integration of activities with other businesses within the organization. Will be accountable for the success of their defined Region, including successful implementation of business plans, influencing strategies, setting policy and direction, and setting and achieving operational and strategic goals. Acts as a key advisor to executive management in influencing the strategic direction of the business. Responsible for delivering the warrant support to our customers including the financial performance
Responsibilities
• Oversees the direction and guidance of managers and districts in delivering systems installation, custom support or other technical support activities according to contractual and warranty service levels.
• Establishes operating budgets, optimizes resources, prioritizes spending, and ensures goals/standards are met.
• Develops and implements strategies for providing cost-effective, consistent, and reliable technical services to customers that fulfill ongoing maintenance and service agreements.
• Leads, directs, evaluates, and develops a team of technical service leaders to achieve established budget, quality and customer satisfaction goals.
• Monitors account performance, ensuring we have the analytics to measure operational trends and revenue/profitability goals are achieved.
• Leads major equipment commissions and installations, evaluates critical equipment problems, and authorizes significant changes to service agreements.
• Monitors the cost, effectiveness, and reliability of installation activities.
• Establishes high-level executive relationships with customers to promote the organization’s products and services.
• Identifies recurring problems and prepare recommendations for making significant changes to resources, procedures, systems, or technology.
• Leads the development, implementation, and maintenance of systems, procedures, and policies; identifies consequences of decisions on a regional or global level and recommends appropriate solutions and areas for improvement.
• Consults with business leaders at the executive level to drive and influence strategic decision-making within a broad scope (e.g., mitigating risk, approving significant programs/deals).
• Ensures that the technical services strategies and initiatives are integrated with corporate and business strategies.
• Maybe responsible for significant dotted-line employee reporting relationships.
• Develop customer solutions for customers that have unique requirements.
Education and Experience Required
• Advanced degree and/or certification (PMPl and ITIL) strongly preferred.
• 12+ years of related experience in computer customer support industry.
• 6+ years of people management experience.
• Deep customer support and/or services experience; understanding of commercial and consumer business models.
• Highly customer-centric, passion for delivering a best-in-class customer experience and a talent for managing operations.
Knowledge and Skills:
• Superior ability to provide technical services and Business Critical services consultation to senior managers.
• Superior understanding of competition, market trends, HP organization and third parties.
• Understands critical customer's environment and business drivers to leverage new opportunities.
• Proven experience building and managing a very critical support services that are consistent with ITIL management.
• Excellent project management and prioritization skills.
• Excellent people management skills, including managing teams across geographies.
• Ability to build partnerships across functions.
• Excellent communication skills catered to a wide variety of audiences.
• Strong leadership and staff development skills.
• Excellent consulting, influence, and negotiation skills.
Impact/Scope
• Owns and manages significant revenue targets, manages P&L, and influence sales.
• Partners with managers and executives.
• Provides thought leadership on strategies and plans.
• Customer engagement, impact on HP’s share value.
Complexity
• Manages senior individual contributors and managers.
• Works across multiple unit businesses or function-wide to deliver technical service solutions.
• Span many service towers or diverse portfolio of customers.
• Provides support and manages escalations for up to multibillion-dollar companies.