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Support Services Director



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Old 01-31-2011, 09:15 AM   #1
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Support Services Director

NewTek
Job Description

Job Title: Support Services Director
Department: Operations
Reports To: VP Operations
Direct Reports: Technical Support, Customer Service and Repair personnel

NewTek, the Emmy Award winning provider of innovative solutions for Graphics, Film,
and Television Production recognizes that employees are at the core of its success.
We recruit and retain highly qualified, motivated, and passionate individuals and provide
them with an environment to grow, succeed, and share in the company’s success.

SUMMARY

The Support Services Manager will oversee all aspects of Customer Service, Technical Support and product Repair Services for the company. This includes the direct management of the day-to-day tactical operations and implementation of strategic initiatives and processes of NewTek’s domestic and international support services and repair center organizations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

-Directly supervise the customer service, tech support and repair center operations and staff to ensure compliance to company standards and initiatives.
-Ensure that customers are served promptly and courteously and that NewTek service standards are met.
-Communicate plans and work effectively with other departments, including engineering, operations, sales, marketing and finance, to achieve desired results.
-Develop and document workflows, guidelines and standards for department activities.
-Develop and implement processes and procedures to establish a profitable revenue generating service organization.
-Maintain fiscal and operational controls including planning and managing departmental budgets as a profit generating entity.
-Maintain technical level of department staff to enable service of products.
-Participate in staffing, orientation and training activities for department staff.
-Ensure timely reporting of product quality issues recorded during tech support and repair center activities to engineering and operations groups.
- Perform other duties and tasks as may be assigned.

EDUCATION and/or EXPERIENCE

Bachelor’s Degree or equivalent.
Demonstrate documentation and communications skills.
Four or more years experience in a Technical/Customer service management role.
Accountability for profit and loss, preferably in a computer service and repair organization.
2 or more years in a technical support role for PC products.
Must be expert with Windows-based computing products.
Must be familiar with Apple computing products.
Experience with call centers and call center workflows.
Experience managing repair center operations.
Experience with international service center and product repair preferred.

References required.

To apply for this position forward a cover letter and resume to: [email protected]
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