Located in Hod-Hasharon.
HARMAN Israel is a synergy of leading automotive technology solutions who are
owned by Harman International, a Samsung company: IGNITE, OTA, Cybersecurity &
ADAS
At HARMAN, we combine passion and purpose to deliver smart products, systems,
software and services that connect people wherever they are.
Currently we are seeking for a top talented Head of Global Customer Support to
join our Delivery team.
About the Role:
As the Head of Global Customer Support, you will lead and scale our Customer
Support function through Harman’s next stage of growth. You will set the
vision for our global support service by developing processes, roadmaps and
strategic initiatives to ensure we're consistently delivering best-in-class
customer experience.
Harman’s OTA support group is distributed between several locations around the
world in order to cover our global customer presence. The Support group target
is to deliver our product and give excellent technical support experience to
our customers.
Roles & Responsibilities:
* Define the strategy that drives high resolution experiences at scale for our customers and partners.
* Ensure we're consistently delivering best-in-class customer support as our business grows and scales, you will develop a departmental roadmap with strategic initiatives including building organizational structure and processes.
* Identify and communicate process gaps, recurring technical issues, suggest product enhancements and take corrective actions to prevent recurrences of similar issues.
* Create a team environment of high performance using our customer experience commitment of empathy, partnership, and expertise, as well as our customer support SLAs as your guiding principles. You will also be responsible for building the Support career framework to enhance the team's focus on personal development.
* Develop and maintain quality metrics and standards for the Support teams, including identification of challenges and opportunities
* Manage the communication and escalation of strategic customers issues ensuring a successful resolution
* Lead the deployment, integration and overall support of products and software management solutions on mobile devices, automotive systems and operator networks (both Client & Server technologies).
* Lead the operations of our Production accounts including, but not limited to, 24*7 System Monitoring, SLAs and KPIs, System Maintenance, Monthly reports, Services meetings, Lesson Learns and more.
* Manage and initiate pro-active support mechanisms to assure successful deployment, integrations and an ongoing relationship with customers (revenue-generating) in order to drive a higher CSAT.
* Make sure knowledge is shared and spread across all regions and engineers
Skills & Qualifications:
* 10+ years of leadership experience in Technical Support, Support Engineering, or Support Operations at the Senior Manager or Director level – A must!
* At least 5 years of experience in directly managing a global Technical Field teams and/or Support teams (to include: hiring, performance management, team motivation, managing risk, providing mentorship and career progressions) A- must!
* High technical knowledge in Applications, networking and cloud-based products.
* Global Mindset: proven track record in implementing, managing, and growing global 24/7 support teams (ability to manage a 24/7- “Follow the Sun” Model) and helping an organization succeed through rapid growth and expansion.
* Team Builder: great communication skills and the proven ability to motivate and build a team of high-performing managers focused on continuous improvement.
* Leadership: Provide leadership through coaching, feedback, development goals, and performance management. Mentor team leaders/managers and team members regarding the customer journey and drive customer happiness
* Strategic Thinker & Highly Analytical: come up with out-of-the-box solutions at scale and leverage data insights to draw insightful conclusions. Strong analytical, data-driven, problem resolution, and decision-making skills are part of your repertoire.
* Collaborator: knowledge and experience with the complexities of working with global teams. experience working cross-functionally with Product, Sales, and Customer Success teams.
* Excellent customer service skills – the ability to be accurate, responsive and resourceful
* Passionate about customer support, love troubleshooting problems and enjoy learning new products
* Excellent verbal and written communication skills
* Ability to be on call on occasion
Technical skills & background – An advantage:
* Experience & knowledge of Java (J2ME / J2SE) development/ Server development
* Experience & knowledge of C/C++ development/ Client development
* Experience & knowledge of DB – Oracle, SQL
* Hands on knowledge of Linux, Networking, Android
