Director Technical Support

As the Director of Product Support, you will play a crucial role in enhancing customer experiences and driving business objectives through the development and execution of a comprehensive support strategy. Your responsibilities will include leading and managing multiple support teams, collaborating with stakeholders, and ensuring effective communication among internal and external parties. To excel in this role, you should have a Bachelors or Masters degree in business, engineering, or a related field, along with at least 13 years of experience in Product Support (L1 & L2) with a minimum of 3 years in leadership positions. Your track record should demonstrate your ability to manage multiple customers, products, and teams simultaneously, showcasing strong problem-solving, analytical, and decision-making skills with a customer-first approach. Your role will require you to establish and track key performance metrics to measure effectiveness and efficiency, identifying areas for service and productivity improvements. You will need to leverage your strong communication and stakeholder management skills to foster a culture of customer-centric mindset and continuous improvement while delivering high-quality support experiences. Additionally, your experience in Healthcare domain is mandatory, and your expertise in metrics, capacity planning, budget planning, escalations, customer management, and lead process build-out will be essential for success in this role. You will also be responsible for managing support budgets, optimizing resource allocation, and driving enhancements through product feedback to meet customer demands and business objectives. Overall, as the Director of Product Support, you will be instrumental in driving excellence in support operations, contributing to business reviews, and ensuring a strong focus on delivering exceptional customer experiences aligned with the company's goals and expectations.,