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Director of Services and Support
Sharp Corporation
Montvale, NJ, United States
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Overview
Establish and manage the development and operation of a field technical support department to provide full market, technical and customer support to the SIICA business unit. Develop objectives, policies and programs for the service and support activities of the business unit. Plan, direct and coordinate the efforts of the service and support personnel toward the accomplishment of corporate objectives. Maintain and constantly improve the corporation’s competitive position.
Responsibilities
• Direct and coordinate the activities of the service and support operation in accomplishing corporate objectives and policies and defined service goals.
• Direct service and support planning including the analysis of competitive service techniques, consumer research, and budgets.
• Make recommendations to appropriate functions to achieve product modifications or improvements derived from market research, technical service work or customer feedback and recommendations.
• Direct service activities and develops and maintains favorable relations with customers and sees that superior customer service is provided.
• Ensure that the proper application knowledge is used to install and use the right processes to implement and support all assigned products and network set ups.
• Insure high levels of technical training to insure staff are current on all assigned products.
• Work with appropriate departments to assure technical revisions and modifications to applications software (including code writing).
• Ability to provide mechanical support to all assigned products.
• Direct the customer service support for all zones of the country and ensure that all zones are adequately staffed to provide exemplary service to all customers.
• Provide input and feedback to the Product Planning departments and Solution Development concerning user requirements and needs based on support requests from user and customers.
• Participate in the design and on-going development of knowledge bases intended to improve the quality of Sharp technical support.
• Establish and manage a senior, experienced and knowledgeable team, able to address network, interface, application, and operational problems associated with Sharp monochrome and color digital copier, printer, controller, scanner and other assigned products.
• Hire and manages staff of technical support experts.
• Responsible for managing and administering the budget and the inventory of the SIICA Technical Services Group and reporting to the Controller on performance against approved budget objectives.
• Create and implement service policies and procedures for SIICA.
Qualifications
• Bachelor’s degree or equivalent experience in a technical or managerial role in a service and support environment.
• Due to the emphasis on advanced technologies and the need to converse with engineers, development groups and expert level support groups a scientific, engineering or technical degree is preferred.
• Minimum ten years of field and corporate experience with the support of networked products and their applications.
• Extensive experience specifically with service oriented support issues and with the management issues associated with the development and management of a support center.
• Strong administrative ability to manage a large, remote staff in multiple locations and ability to handle multiple projects with tight deadlines.
• Ability to strategize and prioritize based on customer requirements.
• In depth knowledge of the most widely used network and workstation operating systems, and networking interface standards and network interface hardware.
• Mastery of database and data communications software.
• Ability to communicate technical information effectively verbally, and in written, and graphic formats.
• Must exhibit strong Customer Relations skills and demonstrate the ability to interface with customer and “end user’ personnel to further the mission of SIICA and SEC.
• Ability to travel up to 60% within the US.
Sharp Electronics Corporation is an equal opportunity employer – minority – female – disability - veteran.
No agency resumes will be accepted or fees paid in the absence of an official written engagement agreement executed in advance by Human Resources for this particular position.
All applicants must be authorized to work in the US without sponsorship. All applications must include compensation expectations in order to be considered.