Pickering Interfaces Careers - Head of Global Service and Support

Role Description

The Head of Global Service and Support is responsible for ensuring customer satisfaction and maintaining high-quality technical support services across international markets. This includes leading a dedicated team of support professionals, developing strategic initiatives, and fostering collaborative relationships with customers and external vendors.

Key Responsibilities

1. Plan and Implement Technical Support Strategies:
  - Develop comprehensive technical support strategies to address the diverse needs of Pickering’s global customers.
  - Implement initiatives to enhance the efficiency and effectiveness of technical support operations.
2. Identify and Foster Relationships:
  - Cultivate strong relationships with external vendors and customers to understand their unique requirements and expectations.
  - Collaborate with cross-functional teams to address customer needs and drive continuous improvement.
3. Mediate Customer Issue Escalations:
  - Act as a mediator in resolving escalated customer issues, working closely with product owners and engineering teams to ensure timely resolutions.
  - Implement proactive measures to prevent recurring issues and enhance customer satisfaction.
4. Create and Update Support Standards:
  - Develop and maintain standards, policies, and procedures for technical support services to ensure consistency and quality.
  - Regularly review and update support documentation to reflect evolving industry standards and best practices.
5. Assist in Organisational Development:
  - Contribute to the development and execution of organisational goals, policies, processes, and procedures.
  - Provide guidance and support to team members to enhance their skills and capabilities.
6. Direct Operations of Technology Support Services:
  - Oversee the day-to-day operations of technology support services, including resource allocation, workload management, and performance monitoring.
  - Implement strategies to optimise service delivery and maximize customer satisfaction.
7. Maintain SLAs for Issue Resolution:
  - Establish and adhere to customer-driven service level agreements (SLAs) for issue resolution, ensuring timely and effective support.
  - Monitor SLA performance metrics and take corrective actions as needed to meet or exceed customer expectations.
8. Develop Programs for Sales Support:
  - Collaborate with sales and sales engineering teams to develop new programs aligned with the company's strategic direction.
  - Leverage technical support capabilities to drive sales growth and enhance customer relationships.
9. Ensure Achievement of Goals:
  - Monitor and track key performance indicators related to customer satisfaction, sales, quality, and team member performance.
  - Take proactive measures to address any deviations from established goals and objectives.
10. Produce Reporting for Forecasting:
  - Generate accurate and timely reports for all "Proof of Value" projects to facilitate proper forecasting of product sales.
  - Analyse data and provide insights to support decision-making and strategic planning efforts.
1. Leadership:
  - Lead and manage a team, providing coaching, guidance, and support to maximize individual and team performance.
  - Set clear performance expectations, goals, and objectives for team members, and provide regular feedback, recognition, and performance evaluations.
  - Foster a positive and inclusive work culture that promotes collaboration, communication, and teamwork among team members.
  - Represent the team and advocate for their interests and needs in cross-functional meetings, projects, and initiatives.

Experience

Experience in establishing a new group and/or department.
Bachelor's degree in engineering, computer science, or related field; advanced degree preferred.
Proven experience in a leadership role within the test and measurement industry, with a focus on global service and support.
Strong understanding of technical support methodologies, tools, and best practices.
Excellent interpersonal and communication skills, with the ability to build rapport and influence stakeholders at all levels.