Director, Technical Support

Job Summary

About Technical Support at NetApp

NetApp’s worldwide Technical Support team is a global network of NetApp employees and partners. Our singular mission is to ensure we deliver predictable and consistent 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 enterprise support services leader to become the Director of India Region. She/he will be joining the global technical support leadership team and will be reporting to VP World Wide Technical Support. As the India Technical support leader, this role will have responsibility for leading the Technical Support Centres (TSC) in Bangalore.  The Director will have the ability to marshal all resources to address any customer satisfaction, support issues within their region, resulting in clear accountability, consistent support service and one face to the customer.

This role also carries the lead responsibility for orchestrating Customer Satisfaction through alignment with 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 Technical 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 world-wide technical support strategies to regional execution plan, setting department goals, and responsible for effective execution for ensuring successful achievement of organizational goals.

Key Responsibilities

Responsibilities

• This position is responsible for managing a major segment of work within a broad functional area for the India geographical area.
• The focus of this role is on translating functional strategies into operational plans and priorities. Work collaboratively with other senior managers to establish strategic plans and objectives.
• This individual will use in-depth knowledge to solve issues that are complex in scope, and establish medium to long- range plans.
• Develop budgets/AOP for approval and this individual is accountable for managing to approved budget
• Design, develop and implement operating policies that ensure the operation’s effective achievement of objectives.
• Create a predictable and consistent high quality customer experience by developing and scaling repeatable methodologies and proven best practices
• Utilize expertise and experience in are of technology, project management, and people management to actively lead strategic regional and global initiatives and programs. 
• Ensure best in class customer experience and transformational impact through adoption of digital support platform and tools
• Focus on customer intimacy – deliver positive impact and value adds to a customer’s business by understanding customers’ key business issues and opportunities
• Translate customer feedback, infer trend from customer issues pertaining to product and collaborate with product engineering organization to influence product quality and supportability improvement
• Ensure customer escalations are resolved quickly, leveraging resources from across the company as needed
• Build and nurture regional exec-level relationships across the region to solidify support partnership and commitment to the customer
• Work closely with the Sales/Solution Engineering (SE) organizations to develop and execute customer experience improvement plans and strategies
• Overachieve operational metrics
• Work closely with global customer support delivery community leaders to ensure that local enablement needs are clearly understood and part of broader enablement plans
• Grow and Manage a strong hybrid cloud technical support team for the region with a focus on making every customer in region as successful as possible, resulting in continued loyalty to NetApp
• Mentor and coach team members, hire and develop key talent, and manage performance
• Ability to work globally  environment in highly collaborative, and ability to excel in highly matrixed environment

Interaction

• This individual must demonstrate strong leadership skills by establishing clear goals, objectives and priorities that communicate the organization’s vision.
• Works with Senior Management and Vice President level employees across functions.
• The position reports to World Wide Technical Support Vice President.

Job Requirements

• Broad-based technical support professional with 15+ years of experience leading enterprise class support services organization with cross geographic international customer base
• Proven track record of developing, growing, and managing support services and customer success organisation. 
• Ability to build an operating model with tools, processes and people to drive a scaled model for customer success.
• Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM, Knowledge Centred Support (KCS) 
• Ability to build deep relationships with executives across all APAC Geography
• Effectively build and establish relationships with support delivery partner organisations to enable a scalable support model
• Demonstrated success in building a support services, Customer Engagement and Partner Engagement function
• Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
• Proven track record working with Product Management and product engineering to deliver improved product supportability and improved customer experience
• Passion for technology and innovation
• Strong understanding of Hybrid Cloud technology and experience in Cloud Software support is desirable.
• Proven experience in building and leading a regional large support delivery organization 
• Excellent communication and presentation skills
• Analytical and negotiation skills, particularly at executive levels
• Strong understanding of business processes and their implementation into enterprise applications
• Excellent knowledge of product lifecycle, tools, processes, and operations planning.
• Track record of successfully collaborating with sales teams
• Demonstrated ability to manage multiple, critical projects is required.
• Must be open to 50% regional/global travel 

Education

• A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field; or equivalent related experience is required. 
• A Master of Science Degree in Engineering, or an MBA is desirable.