Director, Global Technical Support

hace 3 semanas

Monterrey, Nuevo León, México Teletrac Navman A tiempo completo

As the Global Technical Support Director at Teletrac Navman (TN), you will play a crucial role in enhancing the efficiency and effectiveness of the Technical Support organization.
This role will have global responsibility for the T1, T2, T3 and Technical projects team globally, and manage managers.
This includes streamlining operations to rapidly resolve customer technical problems, ensuring critical cases are addressed within set timeframes, and leveraging advanced technologies like AI for problem-solving and case deflection.
The Global Technical Support Director will also be instrumental in establishing vigorous operating consistency and feedback mechanisms and in driving initiatives to maintain high standards in customer support.
This role will oversee the Global Technical Support team who is focused on making our customers successful by resolving technical issues and challenges, while maintaining a high-quality service.
In this role, you will be responsible for delivering 24x7, technical support experience to Teletrac Navman's user-base.
This position requires a unique combination of technical support understanding in SaaS and subscription model of service.
As the leader for Global Technical Support, you will grow, develop and motivate global managers and their teams.
You will work across the TN solution set, working hand in hand with the broader Customer Success, Engineering, and Product Management teams.
You will lead support teams organized by product specialty and focused on the fast resolution of technical issues.
Your primary responsibilities include staffing, staffing adherence, establishing and achieving key operational metrics including budget attainment, establishing and managing action plans, developing policies and processes to support the daily operation, developing leaders, delivering a high customer satisfaction as well as high employee satisfaction.
Will have regular interactions with executive leadership and others concerning matters of significance to the organization.
**Responsibilities and Duties**:

- Evaluate and understand current customer support needs, while also anticipating future needs and building long-term sustainable solutions
- Drive continuous improvement of the customer experience through team, process and support tool development.
- Understand and build long-term innovative global technology systems that enable enhanced customer
- Build strong cross-functional and matrixed relationships and collaborate with Product, Sales, Product Development, Engineering, and others to ensure a positive customer experience
- Ensure team is performing in a way that maximizes business productivity, they meet response time service levels, reports are delivered as required by the business and files are received and sent according to business - defined criteria
- Sponsor, implement and manage process and productivity improvement programs
- **Oversee and ensure a deep understanding of the customer support teams performance against goals/ metrics and take appropriate action to ensure expected results are achieved.
**
- **Manage resources (including people) to ensure coverage, availability and capacity meets the demands of the Teletrac Navman customer base.
**
- **Remain aware of new product developments in the area of telematics / GPS technology providing input and tactical direction to the business on customer service and support challenges**

**Leadership**:

- **Ensure team understand how their role contributes to the achievement of the Teletrac Navman business plans through the communication of ideas, thoughts, and information**
- **Build and maintain a high-performing team through the demonstration of effective leadership (e.g., open communication, trust, leading by example, motivating, etc.
)**
- **Create an environment that encourages open communication and trust in which people are motivated and achieve objectives.
**
- **Recognise sources of conflict, such as cultural or functional, and act to resolve them, balancing short-term and long-term benefits**
- **Lead through Vontier Business System (VBS)**
- **Hold regular meetings with the team to discuss the direction of the business, highlight any issues, talk through how productivity could be enhanced, debate ideas, etc.
**
- **Ensure the team is focused and positive; working well individually and as a team to solve problems, share information, and provide input and ideas on how operationally it could be more efficient.
**
- **Seek feedback from the team as to what they look for from you in terms of support, feedback, etc.
**
- **Address any areas of conflict as soon as they arise - talk to individuals concerned and attempt to resolve them in a low-key and positive manner.
**Call upon additional support from P&C as required.
**
- **Identify important information from the business environment, introduce this information into the organisation and ensure that it is considered.
**
- **Interpret the business strategy and weave these into the strat

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