Director, Technical Support

Job Summary

In NetApp’s Support organization, we aspire to be the standard by which other support organizations are measured against. We drive towards this vision by continuously improving the support experience by learning from every interaction. With over 350 hybrid cloud experts in the Americas Support organization, we strive to provide our customers with leading edge solutions to help them through every aspect of their digital transformation journey.  
  

The Director of Technical Support is an individual who wants to lead and motivate employees to deliver an awesome customer experience!  Someone who understands the entire customer journey from sale to delivery through to support.  A creative individual who isn’t afraid to do things differently and draw on experiences from roles they have held leading a support organization, but also leading non-support organizations.  
  

As a key member of the Senior Management team, you will be part of a team responsible for leading the evolution of the Americas Technical Support organization. This rewarding and challenging role requires someone with the experience and vision to create and evolve, while maintaining the highest level of service within the core business. This position requires a dynamic, hard-working and ambitious leader, who will push the boundaries of excellence and always look for ways we can do things better.  

  

* Opportunity can be located at our Wichita, KS or Research Triangle Park (RTP), NC location. Candidates local to one of these areas need only apply! * 
 

 

Job Requirements

•    Lead a team of highly experienced Technical Support Staff, who run Support operations, and are managing field and Customer issues related to products and solutions across the NetApp product portfolio  
•    Experience leading an organization greater than 50+ individuals  
•    Possess a "big picture" perspective of customer success, and its impact on revenue, and customer retention  
•    Exceptional cross-organization collaboration and communication skills  

•    Partner with engineering to identify product enhancements, advocate on behalf of Customers, to improve the overall Customer Experience  
•    Extensive experience hiring, managing, developing, and performance management of employees 

•    Ability to work in a fast-paced, reactive, changing, and sometimes demanding atmosphere  
•    Strong executive presence, presentation skills and business acumen  
•    Collaborate to develop strategies focused on driving continual improvement to Support delivery and the overall customer Support experience   
•    Provide strategic direction on operational issues; staffing; policy and employee development  
•    Achieve/exceed quarterly goals (i.e., response time, resolution time, customer satisfaction, etc.) 

Education/Experience

A minimum of 12+ years of relevant experience, inclusive of strategic & people leadership  
At least 5+ years of people management responsibility in a fast paced, high change, customer facing support environment.  

Advanced leadership experience in technical support environments preferred.  
Previous program development experience preferred.

 

Compensation
The base salary range for this position is $198,000-$242,000 and will be determined by the candidate's location, qualifications, experience, and education. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.