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Director, Tech Support
Dell
Seattle, WA, United States
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Director, Tech Support - Isilon
Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.
Job Family Summary
Oversees the support of customers encountering highly technical problems utilizing IT hardware, software, servers, networking, storage and cloud. Supervises representatives that are answering customer inquiries, primarily over the telephone, e-mail, chat or online. Establishes and maintains systems that provide solutions to customer questions and problems. Reports new or recurring problems to design departments. Ensures representatives are properly trained when old products are upgraded or new products are released. Selects, develops and evaluates personnel to ensure the efficient operation of the function. Analyzes and responds to operational, productivity and/or customer satisfaction data.
Principal Responsibilities
Directs, manages and provides thought leadership to mid-level leaders that lead cross- functional teams domestically and/or globally.
May work with executive leadership, develops, directs and drives key business strategies that provide the highest level of improvement to business processes and customer service delivery.
Defines and drives performance standards and process improvements across the entire technical support organization.
Assumes lead or consultative role within multiple major projects and oversees the project approach, decision on operating procedure, analytical approaches and work flow.
Accountable for operational results in terms of customer satisfaction, expenses, budget, performance standards/metrics, services, programs and employees.
Skills
Expert leadership and team building skills.
Expert project management skills.
Extensive knowledge of product lines and technical knowledge.
Expert customer service skills.
Ability to work effectively with senior management.
Possesses operational command of the business.
Ability to work cross-functionally.
Education & Experience
Typically 14+ years of relevant experience or equivalent combination of education and work experience.
Typically requires 7+ years diversified leadership, planning, communication, organization and people motivation skill (or equivalent experience)
Our Values
When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.
Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.