Director Customer / Technical Support

Come join a profitable, publicly traded world leader in the hi-tech performance analysis arena, and play a critical role in our Technical Support Department!

Ixia is a leading, global provider of high performance IP network testing solutions. It?s highly scalable solutions generate, capture, characterize, and emulate network and application traffic, establishing definitive performance and conformance metrics of network devices or systems under test. Learn more at www.ixiacom.com

Director Customer / Technical Support
Job Code # 06-0807SB
Location:  Calabasas, California



Ixia offers an exciting, integrated working environment, where your skills can be taken to the next level.  At Ixia, we reward excellence and hard work with highly competitive compensation packages and advancement opportunities.

 



The Director of Customer Support is responsible for developing and managing all aspects of Ixia's global support organization. Senior level candidates and leaders should have a demonstrated record of developing a world class technical support organization within the NEM?s, Enterprise software or the security environment.  The position requires close communication with Product Marketing, Development Engineering, Manufacturing, Order Management and the Executive Management team.

Responsibilities:

Development, enhancement and continuous improvement of Technical Support policies and procedures with internal/ external parties  (customers, distributors, partners, etc)Development, tracking and improvement of support performance metricsManagement of daily operations of worldwide support centersMonitoring and improving the quality of the support experienceHiring and managing support engineers to support corporate growthTracking customers inquiries/issuesBeing a primary internal source of information about the needs, experiences and perceptions of customers with a view toward anticipating and exceeding customer expectationsAssuming the support responsibilities related to acquisition of new products/companies.

Requirements:Minimum 5-10 years experience in a Customer Service/Tech Support within the NEM?s, ISP, orTelco/Carrier environment providing 24/7 global supportExcellent leadership skills ? built / managed a world class support organizationTeam oriented leader/coachExperience within an integrated ERP environment (Oracle, SAP)Excellent written and verbal communication skillsExcellent interpersonal and organizational skillsAbility to work in a fast paced, dynamic environmentDisciplined and methodical with proven ?hands on? management skillsAdaptable to changing market conditions and customer requirementsSelf directed / strong personal sense of initiative and integrityAble to anticipate and diffuse potentially volatile customer situationsProvide scalable, cost effective support for customers, partners and internal resourcesPersonable and enjoyable to work withExperience in handling multiple product lines, software applications, and associated technologiesWillingness and desire to travel internationally and domestically to meet the needs of the business

 

For IMMEDIATE consideration please forward your resume to jobs@ixiacom.com WITH

Job Code # 06-0807SB