Position Summary

THIS POSITION CAN BE ONSITE, REMOTE, OR HYBRID
We are looking for a highly motivated Product Support Director to join our team who has a passion for improving customer experience, serving customers and working with technology. The Product Support Director is responsible for leading, motivating and developing a team to deliver the best possible resolutions to customers and coordinating all aspects of Product Support. This can include tasks such as troubleshooting with a user, debugging code locally, as well as implementing small bug fixes, in order to resolve customer impacting issues. This position will require a thorough understanding of our products, including all associated technologies, and surrounding processes. This is a technical management role driven by clear business objectives and measured by the impact on both our customers and SMC³. We are looking for someone to help us set the strategy and vision for our product support group to set us up for the future.

Essential Functions

• Leads a team of contributors who are responsible for resolving advanced technical issues
• Creates and Implements a plan for developing Support Tools to assist internal resources
• Helps identify trending customer issues or bugs and escalates to appropriate internal team(s)
• Works closely with internal departments to drive the overall strategy and efficiency
• Assists Technical Support Manager in creation of processes to better serve customer needs
• Tracks customer support metrics, which should include support usage, average time to resolve issues, number of issues and other pertinent data for direct reports
• Acts as a champion and a liaison internally for our customers
• Coaches support representatives to help them achieve personal and professional goals
• Responsible for training of Product Support staff to allow them to gain the knowledge to support our products
• Owns customer-reported production support incidents, including recording issue and resolution details in CRM, collaborating with internal teams, and providing real-time solutions and timely follow-up until incident is resolved
• If needed, is available after-hours to assist on-call support staff with urgent issues they cannot resolve on their own.
• Monitoring customer satisfaction levels to ensure that the company meets industry standards
• Conducting research to identify new technologies that could improve the company’s products or services
• Developing and implementing strategies to increase customer satisfaction and loyalty over time
• Working with engineers to troubleshoot problems with existing products and develop solutions for new ones
• Communicating with customers about new products or services or issues with existing products or services
• Ensuring that all complaints are addressed promptly, efficiently, and effectively
• Performs other duties as assigned

Qualifications

• Bachelor’s degree in Computer Science or equivalent work experience in a technical support role
• 6+ years of experience in system level troubleshooting
• 4+ years’ experience with working with web services
• 4+ years’ experience with Service-Oriented architecture
• 4+ years’ experience working on Java and .Net projects
• Proven experience leading a support team or development team
• Project experience working with Eclipse, SVN, Spring Framework and Maven
• Familiarity with standard concepts, practices and procedures in the SDLC
• Experience with Web Development Frameworks
• Knowledge of SQL, XML and JSON
• Experience with back-end DBs including relational and non-relational
• Experience consuming APIs
• Knowledge of Postman required
• Knowledge of supply chain logistics a plus
• Experience working with customer-facing teams and the internal departments that support them required

Skills

• Strong verbal and written communication skills with the ability to communicate effectively to a broad audience range from customers, both internal and external, to business owners to technologies
• Ability to actively listen and comprehend complex technical issues
• Strong customer focus
• Detail Oriented
• Self-starter
• Troubleshooting
• Collaborative mindset and experience interacting with business and technical customers
• Ability to work in a dynamic fast paced environment with multiple priorities and projects
• Ability to adjust in a rapidly changing environment
• Ability to remain updated about new technologies and standards
• Leadership skills, ability to motivate your team and encourage them to perform well.
• Active learner who will hold him/herself accountable for his/her own job performance
• Naturally positive and open-minded; able to view the world from more than one perspective
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We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.

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