Technical / Product Support Leader

VISION:  New role in emerging division of global company that enhances the delivery and quality of natural energy resources. Center stage opportunity to create new product and technical support processes as a business partner to customer service for expanding worldwide customer base and field service operation. Join entrepreneurial profit center empowered by profitable parent to launch revolutionary new technology.  NO RELOCATION CONSIDERED!

OPPORTUNITY:  Inherit a healthy business with big upside but minimum internal structure in the technical product and customer care area. Support both external (i.e. energy development) and internal customer (i.e. field engineers; applications engineering) located worldwide. Products are unique and technical with mechanical, electrical, and software components. Be viewed as an expert user of all products and diagnose product support requirements.

Provide the planning and scheduling for product support for product roll-outs and field installations. Create the technical support function for global customers…processes, policies, and systems to respond to customer inquiry and problem solving of product installation, management and utilization. Establish “best practices” format that ensures value adding response with 24 hours regardless of time zone. Develop an open communication format to provide “gained knowledge” to appropriate internal customers that will identify causes and issues. Provide quality and technical updates to internal and external customers. Create a communications vehicle to educate customers on product changes, updates, and solutions.

Establish a bench marking system to track customer inquiries and product support solutions. Plan on the hiring of a support team in future and prepare for supervision and training of direct supports and matrixed employees.

REQUIREMENTS:  BSEE, BSME, or BS Physics required; MBA ideal. Seek 8+ years of engineering, product installation or customer support experience with software engineered or capital equipment products. Six Sigma or Best Practices experience a big plus. Ideal candidates will come from companies that manufacturer capital equipment, energy products, engines, fasteners, medical devices, meters, motors, pumps, remote monitoring, or testing equipment. Must be will it travel 15-20% to anywhere on the globe.

REWARD:  $100,000-105,000 (DOE, base + bonus) and excellent benefits