DIR Director Global Tech Support & Customer Success

Hydranautics is a part of the Nitto Group of companies and one of the global leaders in the field of integrated membrane solutions. We offer complete membrane solutions like reverse osmosis, nanofiltration, ultrafiltration and microfiltration for water, waste water and process treatment and applications. Hydranautics membrane-based solutions are currently in use on seven continents throughout the world for diverse applications such as seawater desalination, industrial high-purity water, surface water treatment, waste water treatment and specialty process applications.

POSITION OVERVIEW:

Hydranautics is seeking a passionate and dedicated Director, Global Technical Support & Customer Success with a broad range of skills to be a key contributor to Hydranautics business growth. The ideal candidate is a highly motivated team player and can multi-task in an exciting, fast-paced environment.

KNOWLEDGE, SKILLS, ABILITIES, EXPERIENCE & CERTIFICATES

Provides day-to-day leadership to staff including but not limited to recruiting, selecting, orienting, training, and assigning and evaluating work of employees.

Explores and selects potential applications to grow business, meets division financial goals and key criteria, e.g., profit, market size etc. along with sales, marketing, and business planning group.

Prepares input for Tech Dept annual budget for staff and operating expenses, accountable for the fiscal operation of the areas of control.

Champions the Application Technology and Process Separation products in the testing of new spiral products and improvement of existing products, including the releasing of new products with technical documentation, training for the Sales & Marketing staff and evaluation of customer’s membrane systems. 

Collaborates with Sales, Technical & Marketing staff to develop the technical position of offerings, proposals, and warranties. 

Develops customer Power Point Presentations on organization and/or product offerings, includes all products.

Reports on the market needs based on evaluation of new products and services within the 

Manages a variety of technical and professional staff, domestic and international employees. 

Bachelor of Science in Chemical Engineering, Environmental Engineering, or related field; and, 20 years’ experience with minimum 10 years’ experience in the water treatment industry managing a group of technical staff; or an equivalent combination of education and experience.  

Proven experience in customer success management and technical support roles, preferably in a global environment.

Ability to hire, train, develop, evaluate, lead, and direct work and discipline staff, taking corrective action as necessary on a timely basis and in accordance with company policies and Federal, State, and local employment laws. 

Solid leadership skills, including team development, team goal setting, conflict resolution, mentoring, coaching, and training.
 
Advanced working knowledge of water chemistry concepts and processes: RO, NF and UF with practical application to the field.

Strong multi-tasking skills, flexibility in responding to rapidly changing, dynamic processes and demands/pressures in a fast-paced environment.

Strong ability to verbally communicate across functional organizational groups, provide high-level customer service through effective interpersonal skills and conflict resolution. 
Excellent interpersonal and communication skills, with the ability to build rapport with customers and internal stakeholders.

Proactive and customer-centric approach, with a strong focus on delivering value and exceeding customer expectations. 

Advanced Microsoft Office Suite software applications such as Excel, Word, Power Point, and other enterprise software applications.
 
Work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.

Bilingual and must be able to work well with people from other cultures. 

Experience in Original Equipment Manufacturing (OEM) or A&E companies.

Travel for extended periods and work with a flexible schedule. 

Engineering Certification desired. 

Meet Physical Demands and/or work environment requirements.

Salary $150,000.00 - $216,000.00  

 

Hydranautics offers a competitive compensation and benefits package.  We believe diversity is key to our competitive advantage and value the diversity among our employees. We are proud to be an EEO employer.