Global Technical Support Director
2 weeks ago
Global Technical Support Director & Customer Success
Position Overview
Oversee and lead our global customer success initiatives and support and develop regional technical support teams to ensure on time successful implementations of and resolution to technical customer issues. Evaluate, recommend, plan, and execute the global applications technology and technical support business segment of the organization in collaboration with upper management.
Responsibilities
- 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.
- Writes, presents, and publishes technical papers. Attends conferences, present papers, and networks with membrane field experts to promote Nitto technologies. Stays updated with industry trends and technological advancements to provide valuable inputs for product roadmap development.
- Supports Risk Committee to judge risk for projects being considered.
Qualifications & Requirements
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; or an equivalent combination of education and experience.
- Master of Science in Chemical Engineering, Environmental Engineering or related field, a plus.
- 10 years of experience managing a group of technical staff.
- Proven experience in customer success management and technical support roles, preferably in a global environment.
- Advanced working knowledge of water chemistry concepts, fluid flow and water pressure as well as analytical method and technical writing.
- Advanced knowledge of plant processes, RO, NF and UF with practical application to the field.
- Advanced understanding of Reverse Osmosis, Nanofiltration, and Ultrafiltration processes and products.
- Proactive and customer-centric approach, with a strong focus on delivering value and exceeding customer expectations.
- Read, understand, and generate P&ID and PFD drawings.
- Travel for extended periods and work with a flexible schedule.
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