Dir, Technical Support

An Amazing Career Opportunity for a Technical Support Director

Location: Austin Texas

Job ID: 32104

The Director of Technical Support is responsible for leading a global Technical Support team, setting strategy, organizational structure, processes, knowledge, and cost/efficiency targets to achieve a market leading support experience and satisfaction for our customers.

This is a highly collaborative position requiring excellent communication skills, and a thorough understanding of complex, matrix organizations in a global environment.

This role requires an understanding of the physical access control market, as well as an understanding of the technologies and tools required to support our customers.

The successful candidate will be responsible for engaging with HID cross functional groups on a global basis, ensuring alignment with local/regional/global strategies and initiatives, and driving a culture of absolute commitment to the customer experience across all aspects of HID Global.

If this sounds like you keep on reading !

Who are we? 

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

Physical Access Control Solutions (PACS)

HID PAC’s Business Unit focuses on the growth of new clients and existing clients where we leverage the latest card and reader technologies to solve the security challenges of our clients. Other areas of focus will include authentication, card sub systems, card encoding, Biometrics, location services and all other aspects of a physical access control infrastructure. 

As our Director Technical Support, you’ll support HID’s success by:

• Responsibility for overall strategy, direction and performance of the PACS Technical Support group at a global level
• Build, lead and coach Technical Support teams
• Development and maintenance of departmental and product metrics, reporting on KPIs, and using them effectively in identifying trends, emerging issues
• Corrective and preventive actions and enabling business decisions across departments.
• Drive change within HID to exceed customer expectations and enable our customers to succeed.
• Ensure that cases, policies, processes, and procedures related to support SLA, tools and processes are continually documented, refined and followed.
• Act as a point of escalation for customer issues, providing technical assistance relating to installation, functional issues, or product feature issues.
• Escalate customer issues to appropriate members of the Business Area specific technical support teams and applicable cross functional organizations and contribute to the governance of such escalations.
• When required, act as a point of triage for non-technical customer issues.
• Efficient, effective communication with customers, partners, and within internal departments.
• Organizational skills to manage multiple projects concurrently
• Collaborate with Engineering, Sales, Product Management, Manufacturing Engineering, Customer Service and Professional Services to ensure the market leading customer experience
• Ensure proper and successful launch of products for the technical support function and anticipate needs of proper resources and competencies
• Provide detailed and organized feedback to engineering, production & product managers regarding product problems and field use, enhancements, customer requirements for special product features and new features as requested. Participate to the relevant PI,
• Collaborate closely with the sales teams to identify improvement opportunities, developmental needs, and account growth.
• Collaborate on specific customer requests definition, business case and management.
• Provides updates, status, and completion information to management, and/or users, via voice mail, e-mail, or in-person communication.
• Attend product team meetings to represent the customer and Technical Support to include product issue triage, service pack planning, and new product planning.
• Perform and assist in internal staff training as needed/requested to include regular and/or refresher classes.
• Promote the growth of departmental personnel with a focus on identifying leaders and product champions (SMEs) within the team.
• Perform regular performance/goal discussions with team members.
• Ensure sufficient staffing levels to provide an acceptable service level.
• Recruit staff as required & uphold HR and other company policies where relevant.
• Provide departmental budget needs to leadership and ensure purchase of essential departmental equipment, supplies, training, and travel are within the budget.

What we will love about your background:

• Has demonstrated history of excellent management, collaboration, communication and organizational skills, attention to detail, and can manage multiple assignments.
• Demonstrated success that individual can excel under pressure and strict deadlines.
• The ideal candidate has experience in the physical access control marketplace with 5 years working in an international customer centric leadership role

Your Experience and Education include:

• BA/BS degree in a technical subject or 5-10 years of physical access control industry experience
• Must possess a minimum of three years’ experience in technical service and product support, preferably in the physical access control environment.
• Minimum 5 years managing a team at a global level
• Excellent project/program management skills and attention to details
• Critical thinking and problem solving skills.
• Must have a proven track record of large-scale software and hardware technical support programs and driving strategic growth or efficiency initiatives.
• Must have a proven track record in building, leading, coaching teams across the globe within a matrix and virtual environment.

Why apply? 

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

HID is an Equal Opportunity/Affirmative Action Employer – Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation.

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
 
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 61,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

 #LI-HIDGlobal