Director of Global Technical Support and Customer Success
Roth Staffing Companies

Job Info

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Job Title: Director of Global Technical Support and Customer Success
Job Type: Direct Hire; Full-time
Job Location: Onsite/Remote based in Oceanside, CA
Salary: $175,000 - $200,000

POSITION OVERVIEW:

Under strategic leadership, evaluate, recommend, plan, and execute the global applications technology and technical support business segment of the organization in collaboration with upper management to meet business strategies. Oversee and lead our global customer success initiatives and support and develop regional technical support teams to ensure on time successful implementations of and resolution to technical customer issues. Partner with staff to expand and grow the business opportunities, including leadership, guidance, training, and day-to-day direction. Lead global teams on new strategic business growth areas, generate value outcomes, customer satisfaction, and product innovation. Serve as the key contact for the Global Membrane Division technology.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Prepares input for Tech Dept annual budget for staff and operating expenses, accountable for fiscal operation of areas of control.
• Champions Application Technology and Process Separation products in testing new spiral products and improving existing ones, including releasing new products with technical documentation, training Sales & Marketing staff, and evaluating customer membrane systems.
• Writes, presents, and publishes technical papers; attends conferences, presents papers, and networks with membrane field experts to promote Nitto technologies and stay updated with industry trends.
• Supports Risk Committee in judging risk for projects being considered.
• Reports on market needs based on evaluation of new products and services within the industry to ensure market share with company's competitors.
• Develops guidelines for warranties and safety factors based on historical performance analysis of products; reviews and approves warranty drafts prepared by regional technical staff.
• Manages development and maintenance of IMSDesign software.
• Leads global teams to develop new application technology and markets.
• Represents Global Membrane division to various outside groups and organizations to promote brand and technology.
• Manages technical support services to provide needed on-site resources around the world for site prep, commissioning, and trouble-shooting efforts.
• Performs contract review for technical aspects of new projects.
• Other duties as assigned.

QUALIFICATIONS, SKILLS, EXPERIENCE:

• Bachelor of Science in Chemical Engineering, Environmental Engineering, or related field, with a minimum of 20 years' experience, including at least 10 years in the water treatment industry; or equivalent combination of education and experience.
• Master of Science in Chemical Engineering, Environmental Engineering, or related field is a plus.
• 10 years of experience managing a group of technical staff.
• Proven experience in customer success management and technical support roles, preferably in a global environment.
• Advanced working knowledge of water chemistry concepts, fluid flow, and water pressure, as well as analytical methods and technical writing.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local la

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