Director, Technical Services

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry.

This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.

 

SHOULD YOU ACCEPT THIS CHALLENGE

Pure Storage is looking for a Director, Technical Services. Bring your vision for legendary service delivery, your drive to do things better than anyone else, and help us set a new standard in Enterprise Technical Support.

Responsibilities: 

• With other leaders, set the strategic direction of global service delivery for our top strategic enterprise accounts at Pure Storage.
• Collaborate cross functionally and globally to forge the tightest team of leaders in the industry to lead a growing technical services team.
• Engage directly with executive management within our top customers to better understand their specific needs, deliver on continuous improvement, as well as serve as an escalation contact when needed.
• Drive global regional delivery change management for your areas of responsibility.
• Coordinate with Operations to create and monitor department budget(s), ensuring cost containment and appropriate expense management.
• Understand the P & L for TS and drive operational best practices and efficiency for delivery.
• Evaluate, plan, promote, and execute long-term solutions to current and previous issues to ensure productive resolutions and high customer satisfaction is achieved.
• Coach and develop management teams to ensure timely, quality service is offered to all customers. Ensure leadership and team ownership. Prepare extensive reporting to management on a weekly and monthly basis informing of statistics, progress on goals, issues/concerns, and any other pertinent information.
• Responsible for Key Performance Indicators)KPIs) for Support Delivery of our Top Enterprise accounts and accountable for driving continuous improvement against those KPIs.
• Partner with our business intelligence team to create content for Ops Review and All-Hands.
• Develop and Deliver consistent policies, procedures, and specifications to assure that TS delivery goals and customer success is achieved.
• Facilitate team member engagement by clearly communicating the company’s vision, mission, and strategic objectives.
• Educate team members on major changes in the market as well as important issues affecting the business in order to facilitate innovation and effective problem solving.

WHAT YOU NEED TO BRING TO THIS ROLE

• At least 15 years experience managing high-performance technical teams.
• Excellent management skills and ability to influence teams and divisions to achieve company support goals. 
• Expert decision-making ability on business and service priorities.
• Outstanding customer communication skills and written communication skills and the ability to resolve disputes effectively. 
• Experience managing global strategic enterprise support organizations and developing managers to achieve company targets. 
• Ability to partner with cross-functional teams (PS, Customer Success, Sales, HR, Engineering) on projects and deliverables. 
• Knowledge of the IT industry specifically networking, cloud, data storage or virtualization.
• Bachelor's Degree or equivalent years of experience.

We are primarily an in-office environment and therefore, you will be expected to work from the Lehi, Utah to Raleigh, North Carolina office in compliance with Pure’s policies, unless you are on PTO, or work travel, or other approved leave.

 #LI-ONSITE

 

 

Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations. 

This role may be eligible for incentive pay and/or equity. 

There is no application deadline and we accept applications on an ongoing basis until the job is filled.

The annual base salary range is: $130,000—$207,000 USD

WHAT YOU CAN EXPECT FROM US:

• Pure Innovation: We celebrate those who think critically, like a challenge and aspire to be trailblazers.
• Pure Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been Named Fortune's Best Large Workplaces in the Bay Area™, Fortune's Best Workplaces for Millennials™ and certified as a Great Plac