Director, Global On-Site Solution Support, Customer Support Delivery

About NetApp

 

We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?

"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEO

Job Summary

About Customer Support at NetApp:

NetApp’s worldwide Customer Support team is a global network of NetApp employees and partners. Our singular mission is to ensure we deliver predictable and consistently high-quality customer experience at every touch point and customer success. We work with our customers to provide post-sales technical support both remote and on-site field support, build relationships, learn about their businesses, and drive value-based results. 

 

About the Position:
NetApp is looking for a highly effective hybrid cloud enterprise support services leader to become the Director of Global onsite solution support. You will be joining the global Customer Support Delivery leadership team, reporting to the VP of Worldwide Customer Support Delivery. As Director of onsite solution Support, you’ll manage people who lead top-notch technology teams, third-party maintenance leaders focused on diagnosing and fixing complex customer issues and managing escalations in mission-critical environments. You’ll play an integral part in achieving success by setting department goals, plans, and schedules, closely monitoring execution, driving issue resolution, and accepting responsibility for ensuring the achievement of business milestones.
This role also carries the lead responsibility for orchestrating on-site Customer Satisfaction through alignment with regional technical support centers, sales and pre-sales teams, professional services, and wider NetApp teams — all of which are critical to the company’s short and long-term success.
As a Director of Global on-site solution support, you will utilize strong management and technical competencies to understand regional customer needs, set objectives, and develop strategies for delivering high-quality customer experience. You will be responsible for translating worldwide customer support strategies to the execution plan, setting department goals, and responsible for effective execution to ensure the achievement of organizational goals.

 

This opportunity can be in Research Triangle Park (RTP), NC, Wichita, KS, or Boulder, CO. We may also consider candidates local to our corporate headquarters in San Jose, CA.

 

Long Description

Additional Information:
•    Broad-based enterprise on-site technical support professional with 15+ years of experience leading a support services organization with cross geographic international customer base.
•    Proven track record of developing, growing, and managing on-site support services organizations. 
•    Ability to build an operating model with tools, processes, and people to drive a scaled model for customer success.
•    Effectively lead support delivery partner organizations to enable a scalable on-site support model.
•    Demonstrated success in building support services, Customer Engagement, and Partner Engagement functions.
•    Strong people leadership skills in assessing and reviewing employee performance and providing a framework for training, development, and career growth.
•    A strong understanding of Hybrid Cloud technology and experience is desirable.
•    Excellent communication and presentation skills
•    Analytical and negotiation skills, particularly at executive and senior executive levels
•    Strong understanding of business processes and their implementation into enterprise applications
•    Excellent knowledge of product lifecycle, tools, processes, KCS and operations planning.
•    Demonstrated ability to manage multiple, critical projects is required.
•    Must be open to 15-20% regional/global travel. 

Job Requirements

•    This position is responsible for managing a major segment of work within a broad functional area for geographical areas like the North American region, EMEA region, and APAC region. 
•    The focus of this role is on translating functional strategies into operational plans and priorities. Work collaboratively with other cross-functional leaders, and senior managers to establish strategic plans and objectives.
•    This individual will use in-depth knowledge to solve issues that are complex in