About the Job
Henry Schein One is a joint venture of Henry Schein, Inc., and Internet Brands, bringing together the leaders in dental practice management solutions. We are excited to hire a Director – Customer Support (Engineering) to join our team, working remotely, anywhere in the USA.
As the Director – Customer Support (Engineering), you will be a key leader in our organization, responsible for overseeing and optimizing the delivery of exceptional technical support to our enterprise customers. You will build, mentor, and lead a high-performing team of Customer Support Engineers, ensuring efficient resolution of complex technical issues and driving continuous improvement in our support processes. This role requires a strong blend of technical expertise, leadership acumen, and a passion for customer satisfaction.
Responsibilities
- Lead and manage a team of Customer Support Engineers, fostering a culture of technical excellence, collaboration, and continuous improvement.
- Develop and implement strategies for efficient incident response, problem management, and root cause analysis, ensuring timely resolution of critical customer issues.
- Collaborate closely with Engineering, Product Management, and other cross-functional teams to escalate and resolve complex technical problems, advocating for customer needs and product enhancements.
- Define, monitor, and report on key performance indicators (KPIs) for the Customer Support Engineering team, driving data-driven decisions and operational efficiency.
- Establish and maintain best practices for support processes, tools, and documentation, ensuring consistent and high-quality service delivery.
- Develop and manage the team’s budget, resources, and staffing plans to align with business objectives and growth.
- Oversee the creation and maintenance of a comprehensive knowledge base, troubleshooting guides, and other support resources to empower customers and internal teams.
- Act as a primary escalation point for critical customer issues, demonstrating strong problem-solving skills and a commitment to customer satisfaction.
- Drive initiatives for proactive problem identification and prevention, working to reduce the volume of incoming support requests.
- Mentor, coach, and develop team members, promoting professional growth and skill development.
- Ensure compliance with relevant industry regulations, company policies, and service level agreements (SLAs).
What you’ll need
- Bachelor’s degree in Computer Science, Engineering, or a related field; Master’s degree preferred.
- 10+ years of experience in technical support, customer success, or a related role, with at least 5 years in a leadership or management position.
- Proven experience managing and leading a team of engineers in a fast-paced, complex technical environment.
- Strong technical background with a deep understanding of software development, cloud technologies (e.g., AWS, Azure, GCP), databases (SQL, NoSQL), and networking.
- Demonstrated ability to develop and implement effective incident and problem management strategies.
- Excellent communication, interpersonal, and leadership skills, with the ability to influence and collaborate across all levels of the organization.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Experience with SaaS products and supporting enterprise-level customers.
- Familiarity with ITIL or other service management frameworks is a plus.
- Ability to work effectively in a remote environment.
