Associate Director, Engineering and Device Security - Service & Support, San Diego

Seeking an Associate Director, Engineering and Device Security - Service and Support with a Bachelor’s Degree, 7+ years of experience in a customer-facing role for Tier 3 technical service & support AND solid experience managing a technical team.  The director must have device security and patching experience.  Read on if interested & qualified, then let's talk.

The Assoc. Director is responsible for leading the Product Support Engineering team which acts as the "last stop" for escalated support cases, and manages support escalations through to final resolution.  This team proactively researches and resolves systemic issues that have a broad impact across multiple customers. They will partner and collaborate with R&D leadership to understand and provide input to the R&D Roadmap as well as act as the interface between the Global Customer Services (GCS) and R&D organizations. In addition, you’ll manage the activities of the Remote Support Services (RSS) and Device Security teams to leverage our remote support solutions to proactively address customer issues, drive adoption of remote services, and to effectively secure our customers’ products.

Responsibilities:

  • Oversee the activities of the Product Support Engineering team
  • Collaborate with R&D organization contribute to the R&D roadmap, acting as the interface between R&D and GCS
  • Collaborate with sales management, services leaders, product/program specialists, and subject matter experts to ensure escalations are resolved efficiently and effectively
  • Share information and knowledge with the other team members, business owners, and the wider Services community to reduce the number of repeated Customer issues
  • Work to reduce the number of escalations and complaints received and improve internal processes, policies and supportability of our products
  • Collaborate with R&D to enhance our remote support solution to improve efficacy of proactive support and remote monitoring
  • Prioritize & manage workload based upon business needs
  • Hire and train associates
  • Set employee objectives and measure performance
  • Establish and maintain systems used by the Team in their daily work
  • Define SOPs & consistent processes that ensure efficient resolution of issues
  • Manage key client escalations such as site downs or major production issues
  • Oversee the design, development, and deployment of support tools to improve productivity or performance; working closely with R&D to drive and align.

Requirements:

  •  Bachelor’s Degree required
  • 7+ years of experience in a customer-facing role for Tier 3 technical customer service & support
  • 7 years of managing a highly technical team
  • Experience with device security and patching experience required
  • Experience presenting, influencing and negotiating with senior leaders and managers
  • Significant experience and commitment to customer service and satisfaction
  • Experience with and understanding of Windows Server 2003/2008 Active Directory Security/Maintenance/GPO
  • Understanding of TCP/IP Networks and Wireless Networks/Security/Controllers/Access points
  • Experience with and understanding of IIS, DNS, DHCP, VLANs, Firewalls
  • Experience with and understanding of SQL Server 2005/2008 (maintenance, backup, basic T-SQL queries)
  • Advanced understanding of wireless networking at an enterprise level
  • Understanding of Virtualization, VMWare preferred
  • Experience with LAN/WLAN
  • Familiar with various forms of Remote Access for servers and workstations
  • Industry experience in healthcare highly desirable
  • Experience collaborating with or working in R&D organization preferred
  • Ability to travel up to 25%, domestic and international (San Antonio, Quebec City, Kuala Lumpur)
  • Proven prioritization skills to manage effective communication across multiple programs and business groups
  • Ability to lead, effectively utilize available resources, and delegate effectively
  • Highly adaptable to change in priorities and business conditions while still driving toward results
  • Ability to manage high scale, high scope projects that significantly impact business outcomes
  • Must have legal right to work in United States. US citizen, green card holder required. 
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