Director of Professional Services and Support
4 weeks ago
Summary: This position leads the Global Services organization. and is responsible for oversight and guidance on the delivery of high-quality professional services, including installation, commissioning, maintenance, and technical support for our industry -leading liquid cooled datacenter cooling infrastructure solutions. The primary goals of this position are to drive excellence in customer satisfaction and operational efficiency.
Duties and Responsibilities
Leadership and Strategic Direction:
- Develops and implements the strategic vision for professional services (installations, integrations, consulting) and support (technical support, troubleshooting, maintenance) to align with company objectives.
- Leads and mentors a cross-functional team, including project managers, engineers, support technicians, and customer success managers, ensuring high levels of performance and customer satisfaction.
- Drives the evolution of service offerings to meet changing customer needs, technological advances, and industry trends.
- Collaborates with senior leadership on business goals, budget planning, and resource allocation to support the company's growth.
Customer-Focused Service Delivery:
- Client Engagement: Develops and maintains strong relationships with clients to understand their needs and ensure satisfaction with our products and services.
- Project Management: Oversees the implementation of cooling solutions in data centers, ensuring projects are completed on time, within scope, and within budget.
- Technical Support: Leads a team of support engineers to provide high-quality technical assistance and resolve any issues related to our cooling infrastructure.
- Training and Development: Creates and implements training programs for clients and internal teams to ensure they are knowledgeable about our technologies and best practices.
- Strategic Planning: Collaborates with other departments to develop and execute strategies for improving service delivery and expanding our market presence.
- Performance Monitoring: Establishes and monitors key performance indicators (KPIs) to ensure the effectiveness and efficiency of the professional services and support teams.
- Continuous Improvement: Identifies opportunities for process improvements and implements best practices to enhance service quality and client satisfaction.
Position Qualifications
· Bachelor’s degree in Engineering, Computer Science, or a related field required.
· Master’s degree or MBA is preferred.
· 10+ years of experience in professional services, technical support, or a related field required, with at least 5 years in a leadership role required.
Knowledge, Skills, and Abilities
· Strong technical background, excellent leadership abilities, and a proven track record in managing professional services and support teams
· Technical Expertise: In-depth knowledge of datacenter cooling technologies, including liquid cooling, air cooling, and immersion cooling.
· Leadership Skills: Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
· Problem-Solving: Strong analytical and problem-solving abilities, with a focus on delivering practical and innovative solutions.
· Project Management: Proven experience in managing complex projects and coordinating with multiple teams.
· Excellent communication and interpersonal skills, fostering positive relationships with team members, clients, and stakeholders.
· Advanced reporting and presentation skills particularly for customer and partner executives.
· Problem-solving and decision-making abilities to address challenges in a dynamic environment.
· Ability to validate technical requirements against desired business outcomes for Customers.
· Ability to collaborate with resources, internal and external, to execute a project’s objectives.
· Excellent verbal and written communication skills.
· Excellent interpersonal, negotiation, persuasion, and customer service skills.
· Excellent organizational skills and attention to detail.
· Ability to function well in a high-paced and at times stressful environment.
· Proficient with Project Management software and tools.
· Ability to serve as a lead technical resource on Service Case Escalations on occasion.
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