EMS Software is searching for a Senior Director, Technical Support. The successful candidate will provide leadership and will have responsibility for overseeing a global support team including the design, development, roll out and maintenance of the metrics, processes and team structure to deliver consistent, frictionless and efficient technical support for EMS customers. The Director will perform in both a people management capacity and a technical leadership capacity.

RESPONSIBILITIES: 

• Develop and deliver strategic and tactical roadmap to create a world-class technical support experience for large enterprise customers
• Manage a 24x7 global team of technical support professionals delivering highly technical and often complex solutions to customers in various industries
• Leverage various sources to make data-based decisions on team structure, strategic and tactical plans and overall management of team
• Implement and/or refine Support-related processes to enhance efficiency and customer experience
• Institute knowledge capture and reuse for the benefit of customers and internal team members
• Align technical support with customer journey to create frictionless experience for customers interacting with technical support team members
• Develop and communicate team roles and responsibilities including technical and proficiency standards for various levels within the team
• Develop team technically and professionally and work to advance team member’s career aspirations via development plans, training opportunities and involvement with special projects and customer exposure
• Develop and implement strategies to reduce call volume
• Work closely with the Customer Success team to help develop and define overall strategy that aligns Technical Support with Customer Success
• Develop strategies to manage cost and scale without reducing quality of service
• Work closely with Product Management, providing feedback from customers on product quality, bugs, and features
• Establish KPI’s to measure and report on team performance
• Achieve high scores for customer satisfaction related to the support function
• Travel of up to 10% will be required in this role

 QUALIFICATIONS:

• 5+ years of experience as a Senior Director or Director of Technical Support or similar
• 10+ years of experience with a software product company
• Self-starter: motivated and able to take initiative
• Experience in meeting tight deadlines and adapting to changing priorities
• Sound business judgment and the ability to make quick decisions under pressure in ambiguous circumstances, balancing advocacy with a need for action
• Bachelor’s Degree required

EMS Software is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status. We are committed to hiring a diverse and talented workforce, supporting integrity in the workplace and an entrepreneurial atmosphere.