Director, Customer Support Services – Geo-Tech
About the Company
Our client has a simple mission - to be the industry leader in the development, manufacture, sales, and support of Mobile Mapping products and solutions. The company’s technology is specifically designed for commercial applications, including aerial survey and remote sensing, land-based mobile mapping, and marine survey operations.
Our client is focused on a range of products that provide dynamically accurate measurements of vehicle and sensor position and orientation. Their systems integrate precision GPS with advanced inertial technology to provide uninterrupted measurements of the position, roll, pitch and true heading of moving vehicles. By combining GPS and inertial technologies, they offer a fully integrated, turnkey solution for high-productivity in-motion surveying, direct data geo-referencing and robust mobile mapping.
Scope of Position
Develops the strategy, directs, and manages the customer support service program in a timely, cost effective manner consistent with company strategic objectives. Establishes consistent processes and procedures for delivery of support services by Product Support Managers. Manages the unit as a profit centre and executes against strategic priorities. Is responsible for worldwide development and direction of the support programs.
Responsibilities:
• Develops worldwide support strategy and programs to grow divisional revenue in accordance with company objectives.
• Develops customer support objectives in accordance with overall corporate objectives and mandate as established by the President and Business teams.
• Ensures development of technical support plans, monitors workloads and assesses severity of product problems; provides liaison with product development managers and quality assurance, as necessary.
• Ensures functional communication flow between Customer Support staff, Product Managers and Sales Managers.
• Ensures effective customer technical support services; on-site product problem investigation and resolution; and technical training for client and company staff.
• Develops and ensures implementation of policies, procedures and quality standards and monitoring systems to track issues and compliance.
• Co-ordinates overall technical support activities through staff, who may be located in different geographical areas.
• Plans and ensures optimum use of resources; administers and monitors use against budget.
• Verifies product releases and modifications to assess ongoing technical support requirements. Interfaces with product development managers on product upgrades/releases.
• Assists Sales in responding to technical questions and product demonstrations.
• Develops and implements a program for the promotion and sale of various service/support options.
• Facilitates and ensures individual and team roles and responsibilities are understood; performance measurement objectives are identified, measured and monitored on an on-going basis in order to provide positive feedback on accomplishments and to ensure immediate action is taken to address shortfalls.
• Establishes and maintains effective human resources programs which enable the company to attract, develop, motivate and retain high calibre staff in a cost effective manner. Ensures a positive work environment and awareness by all staff of company goals and objectives.
• Ensures awareness of and compliance to all applicable employment, environmental, health and safety legislation.
• Ensure employees understand and follow of company values.
Competency Profile
The following competencies listed below define the role;
Customer/Client Orientation
Strives to provide customers/clients with personalized and efficient service; Anticipates customers'/clients' needs; quickly follows up on customer/client contacts and complaints; Monitors and acts on measures of customer/client satisfaction.
Role Expertise
Demonstrates critical technical or professional knowledge/skills related to the role; has thorough knowledge of relevant products, services and methods; Expands technical knowledge/skills and keeps up-to-date in own area of expertise.
Strategic Approach
Develops a strategic plan to realize the vision; Revises strategy in light of changing circumstances; Takes a long-term view of organizational success; Works to clarify long term organizational goals; Able to stand back from immediate problems in order to focus on more far reaching ideas.
People Management
Establishes and communicates clear priorities and sense of direction; Clarifies roles and responsibilities; Adapts management style to achieve optimum results.
Innovation
Generates new ideas; Challenges existing assumptions; Goes beyond the status quo; Recognizes the need for new or modified approaches; Brings various perspectives and approaches together, combining them in a creative fashion to implement effective improvements.
Results Orientation
Focuses strongly on achieving agreed upon outcomes and ensures that key objectives are met; conveys a sense of urgency and drives issues to closure; Aims to improve upon past performance; Establishes aggressive personal targets and strives to achieve them.
Integrity & Sincerity
Inspires trust and supports others through own authenticity and following up on commitments; Maintains high ethical standards both personally and professionally; Shows consistency among principles.
Boundary Spanning
Incorporates information about the organization's structure and protocol into decisions; Attentive to the internal politics and alert to shifting interpersonal dynamics; Establishes the necessary support networks and cross-functional relationships through rapport building; Recognizes, maintains and effectively balances the interests and needs of one's own group with those of the broader organization.
Preferred Experience / Education
The following indicates specific industry, academic and functional experience/qualifications that are important to the successful achievement of the identified responsibilities and performance deliverables.
• Bachelor’s degree in Geomatics Engineering, practical experience in GPS, aerial, land, and hydrographical surveying would be a definite asset.
• 8 - 10 years (minimum) experience in customer service along with 4+ years customer service management experience.
• Proven record of growing support revenues through innovative programs and delivery vehicles.
• Effective leadership, communication and customer relations skills.
• Thorough knowledge of applicable operating platforms and hardware/software interfaces.
• Computers, peripheral equipment, diagnostic tools and pertinent software applications.
• Occasional travel may be required.
• High stress levels associated with a competitive business environment.
Remuneration & Benefits
• Competitive base salary and bonus
Please email Allen Ballach at the StoneWood Group
Our client has a simple mission - to be the industry leader in the development, manufacture, sales, and support of Mobile Mapping products and solutions. The company’s technology is specifically designed for commercial applications, including aerial survey and remote sensing, land-based mobile mapping, and marine survey operations.
Our client is focused on a range of products that provide dynamically accurate measurements of vehicle and sensor position and orientation. Their systems integrate precision GPS with advanced inertial technology to provide uninterrupted measurements of the position, roll, pitch and true heading of moving vehicles. By combining GPS and inertial technologies, they offer a fully integrated, turnkey solution for high-productivity in-motion surveying, direct data geo-referencing and robust mobile mapping.
Scope of Position
Develops the strategy, directs, and manages the customer support service program in a timely, cost effective manner consistent with company strategic objectives. Establishes consistent processes and procedures for delivery of support services by Product Support Managers. Manages the unit as a profit centre and executes against strategic priorities. Is responsible for worldwide development and direction of the support programs.
Responsibilities:
• Develops worldwide support strategy and programs to grow divisional revenue in accordance with company objectives.
• Develops customer support objectives in accordance with overall corporate objectives and mandate as established by the President and Business teams.
• Ensures development of technical support plans, monitors workloads and assesses severity of product problems; provides liaison with product development managers and quality assurance, as necessary.
• Ensures functional communication flow between Customer Support staff, Product Managers and Sales Managers.
• Ensures effective customer technical support services; on-site product problem investigation and resolution; and technical training for client and company staff.
• Develops and ensures implementation of policies, procedures and quality standards and monitoring systems to track issues and compliance.
• Co-ordinates overall technical support activities through staff, who may be located in different geographical areas.
• Plans and ensures optimum use of resources; administers and monitors use against budget.
• Verifies product releases and modifications to assess ongoing technical support requirements. Interfaces with product development managers on product upgrades/releases.
• Assists Sales in responding to technical questions and product demonstrations.
• Develops and implements a program for the promotion and sale of various service/support options.
• Facilitates and ensures individual and team roles and responsibilities are understood; performance measurement objectives are identified, measured and monitored on an on-going basis in order to provide positive feedback on accomplishments and to ensure immediate action is taken to address shortfalls.
• Establishes and maintains effective human resources programs which enable the company to attract, develop, motivate and retain high calibre staff in a cost effective manner. Ensures a positive work environment and awareness by all staff of company goals and objectives.
• Ensures awareness of and compliance to all applicable employment, environmental, health and safety legislation.
• Ensure employees understand and follow of company values.
Competency Profile
The following competencies listed below define the role;
Customer/Client Orientation
Strives to provide customers/clients with personalized and efficient service; Anticipates customers'/clients' needs; quickly follows up on customer/client contacts and complaints; Monitors and acts on measures of customer/client satisfaction.
Role Expertise
Demonstrates critical technical or professional knowledge/skills related to the role; has thorough knowledge of relevant products, services and methods; Expands technical knowledge/skills and keeps up-to-date in own area of expertise.
Strategic Approach
Develops a strategic plan to realize the vision; Revises strategy in light of changing circumstances; Takes a long-term view of organizational success; Works to clarify long term organizational goals; Able to stand back from immediate problems in order to focus on more far reaching ideas.
People Management
Establishes and communicates clear priorities and sense of direction; Clarifies roles and responsibilities; Adapts management style to achieve optimum results.
Innovation
Generates new ideas; Challenges existing assumptions; Goes beyond the status quo; Recognizes the need for new or modified approaches; Brings various perspectives and approaches together, combining them in a creative fashion to implement effective improvements.
Results Orientation
Focuses strongly on achieving agreed upon outcomes and ensures that key objectives are met; conveys a sense of urgency and drives issues to closure; Aims to improve upon past performance; Establishes aggressive personal targets and strives to achieve them.
Integrity & Sincerity
Inspires trust and supports others through own authenticity and following up on commitments; Maintains high ethical standards both personally and professionally; Shows consistency among principles.
Boundary Spanning
Incorporates information about the organization's structure and protocol into decisions; Attentive to the internal politics and alert to shifting interpersonal dynamics; Establishes the necessary support networks and cross-functional relationships through rapport building; Recognizes, maintains and effectively balances the interests and needs of one's own group with those of the broader organization.
Preferred Experience / Education
The following indicates specific industry, academic and functional experience/qualifications that are important to the successful achievement of the identified responsibilities and performance deliverables.
• Bachelor’s degree in Geomatics Engineering, practical experience in GPS, aerial, land, and hydrographical surveying would be a definite asset.
• 8 - 10 years (minimum) experience in customer service along with 4+ years customer service management experience.
• Proven record of growing support revenues through innovative programs and delivery vehicles.
• Effective leadership, communication and customer relations skills.
• Thorough knowledge of applicable operating platforms and hardware/software interfaces.
• Computers, peripheral equipment, diagnostic tools and pertinent software applications.
• Occasional travel may be required.
• High stress levels associated with a competitive business environment.
Remuneration & Benefits
• Competitive base salary and bonus
Please email Allen Ballach at the StoneWood Group