SR DR, WW Customer Support

DataDirect Networks (DDN.com) is a world leader in massively scalable storage. We are the leading provider of data storage and processing solutions and professional services that enable content-rich and high-growth IT environments to achieve the highest levels of systems scalability, efficiency and simplicity. DDN enables enterprises to extract value and deliver results from their information. Our customers include the world's leading online content and social networking providers, high performance cloud and grid computing, life sciences, media production organizations and security & intelligence organizations.

We are currently seeking the Senior Director of WW Customer Technical Support

As the Senior Director of WW Customer Technical Support with DDN, Inc., you will be the leader of a team that provides technical support to customers for AI/ML and High Performance Computing (HPC) data storage in DDN’s key markets of Life Sciences, Financial Services, Manufacturing, Media, Academia and Government.

We are looking for an individual with the experience and talent to dramatically improve and simplify the support process, liaising closely with product management and engineering to build new systems for a better customer experience. You will be a critical part of our team with an ongoing mission to diagnose issues more accurately and faster across a diverse product range, and perform simpler, quicker customer system upgrades. The route to achieve this will be through interacting with your counterparts in engineering and product management and support staff to drive entirely new methods into the process (cloud analytics, more efficient data collection, tighter upgrade processes that take advantage of engineering enhancements).

Responsibilities for this role include but are not limited to:

• Responsible for WW Technical Support including the L1 Support Organization and the Advanced Support Organization
• Responsible for interfacing with the Japan Support Organization and ensuring the appropriate communication/escalation structures are in place
• Responsible for interfacing with the L3 Support Organization which resides within Engineering including elevating the appropriate Defects (DEs) or making the appropriate recommendations for improvement in the RAS capabilities of the product (RFEs)
• Responsible for interfacing with the Call Center, Logistics and Field Technician organization to ensure the smooth handling of parts and on-site labor requirements
• Ensure implementation of best practices especially focused on data driven methodologies
• Define reporting standards and performance management standards across the organization
• Focus on maximizing the productivity of the organization by utilizing technology to reduce/automate time consuming human efforts
• Have prior experience with defining new or improving existing support infrastructure and systems to enable data driven optimizations within the organization
• Identify and collaborate with Product Management on Product changes to reduce cost and improve efficiency of Support
• Maintain on going contact with key customers to ensure issues are understood and customer satisfaction is maximized
• Maintain strategic partnerships with all functional groups within DDN including but not limited to engineering, manufacturing, sales, marketing, product management, logistics, training, and field service

Qualifications for this role are:

• Bachelor's degree, preferably in Business, Management, or Engineering or equivalent functional experience
• High-end IT Systems Customer Support domain experience, prefer storage experience 
• Proven abilities in relationship building between organizations and within their organization
• Prior technical experience of leading a worldwide support organization and the ability to scale to a $500M company with $1B+ installed base of highly sophisticated equipment
• Eagerness to understand customers needs and fix complex customer issues
• Passion for using data to create highly efficient and effective procedures to maximize the productivity of the organization while enhancing customer satisfaction

DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities: 

Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives. 

Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable. 

Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful. 

Innovative - Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.

DataDirect Networks, Inc. is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, transgender, sex stereotyping, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.