Senior Director – Engineering – Enablement Success

Senior Director – Engineering – Enablement Success

Requirements

• Ability to be a strategic partner to the organization and identify & plan how to meet future needs of the organization.
• Expert knowledge and demonstrated leader of support and vendor operations, acting as an advisor to other leaders on relevant trends and emerging issues.
• Ability to effectively manage a team of managers and professionals and identify opportunities to grow and develop the team.
• Ability to evangelize best practices and promote consistent standards including performance metrics, root cause analysis and CLCA.
• A customer first mentality: experience leading teams that support products or engineering environments.
• Develop plans and anticipate the needs for incident response, security and compliance audits.

Responsibilities

• Work closely with other departments like engineering, product development, and sales to resolve complex customer issues.
• Communicate effectively with management regarding support performance and challenges.
• Act as the primary point of contact for escalated support issues.
• Develop measurements to Monitor key performance indicators (KPIs) to ensure team effectiveness and identify areas for improvement.
• Analyze failure feedback to identify trends and implement improvements to support processes.
• Establish and maintain service level agreements (SLAs) for support response times and resolution.
• Develop and implement support strategies aligned with business goals.
• Monitor key performance indicators (KPIs) to measure team effectiveness and identify areas for improvement.
• Manage support budgets and resource allocation.

Preferred Qualifications

• 20+ years Experience within manufacturing environment or support environment
• 15+ years Experience managing/working through vendors to include contract and performance management
• 15+ years Leader experience