Senior Director, Technical Services

The Ruckus Networks Customer Support and Services (CSS) is a globally distributed team functioning with a unified operations model. We are aligning our business with a clear focus on the best Customer’s Experience.

Director, Global Technical Support leads technical managers and/or technical engineers, to ensure that we meet our client’s needs in accordance with the Ruckus standards of performance. Further they lead on strategic global functions, represent the TAC within our business steer cultural change and identify and drive improvements within the business.

Responsibilities:

Part of the Customer Services & Support leadership team, drive strategy and execution in meeting business goals.

• Build a close relationship with Sales Leadership to enable improved customer experience for our shared strategic customers
• Partner and continue to build on our relationship with Engineering
• Closely work with your peer leaders to ensure consistency across the team
• Understand and adopt our vision and drive aligned direction on individual projects and improvements
• Drive continual improvement to address operational challenge and improve the client satisfaction.
• Produce and use data to better steer our business and help meet our objectives
• Represent RUCKUS and make decisions at the appropriate level
• Mentor, enable and drive growth for managers through effective delegation and assignment of appropriate function
• Monitor and manage regional staffing requirements to meet volume and complexity from our customers
• Manage and report on data measuring TAC performance, product performance and most importantly customer satisfaction.
• Continual improvement and innovation to drive the customer experience both in the support team and overall business in multiple geos and diversified team.
• Thought leadership on interactions with the Clients and how as a company we can meet the customer goals
• Experience in swarming case management techniques
• Familiarity with the Support Tech stack and the value it brings.
• Lead a team of engineers and managers across TAC operational functions – backlog reviews, customer concern, career growth, training, proactive functions, productivity, knowledge base, customer guidance.
• Proactively identify and handle customer issues and critical cases through the business including assignment of engineers, handoff’s, interactions with engineering, sales and end customers while keeping senior leadership aware to ensure we exceed our customer’s expectations
• Coach, mentor and educate our engineers to drive improvements in a nurturing way
• Promote the correct team diversity and help the team to succeed with a focus on customers experience
• Produce, review, and interpret operational data for reporting into leadership
• Fast pace and be able to identify exceptions which need immediate attention
• Lead sophisticated global functions within the TAC and/or perform as the primary contact on the important interfaces to our internal and external customers
• Actively be involved in reducing undesired attrition in the business

Requirements:

• Bachelors degree/ equivalent work experience.
• Demonstrated experience in networking environment and 6+ years in a technical customer facing management role
• Previous TAC experience in a senior role
• Experience in vendor is desirable and an advantage
• Proven people management and leadership experience in technical environment across diverse team.
• Clear understanding of TAC business metrics relating to financials and Customer Experience, leading and lagging

Key competencies:

• Demonstrated leadership in TAC environment
• Strong customer centric- an ability to put yourself in the customer’s shoes
• People development
• Discernment
• Self-starter who is passionate about technology
• Excellent oral and written communication skills

You'll excite us if you have:

• Must have validated experience organizing and expressing written and verbal communications clearly, effectively, and efficiently in English
• able to work off-shift and weekends as required
• Proactive, dynamic professional self-starter with excellent organizational, communication and interpersonal skills, and the ability to work effectively in multi-functional teams.
• Experience as individual contributor
• Worked with enterprise customers
• Technical knowledge in networking; wireless AP/controller and switching
• Worked within global distributed teams
• Limited amount of travel <10% or as the need arise