Define and execute the global technical support strategy to ensure outstanding customer experience and alignment with BlueCrest service objectives.
Lead, coach, and develop Technical Support teams to maintainhigh levels of performance, technical expertise, and customer satisfaction.
Monitor and analyze support trends, service KPIs, and operational performance to identify improvements and drive continuous optimization.
Escalation & Issue Resolution Management
Oversee management of high‑priority customer technical escalations, ensuring timely resolution and clear communication to stakeholders.
Establish and enforce escalation protocols, identifying systemic issues and partnering with cross-functional teams to prevent recurrence.
CrossFunctional Collaboration & Product Readiness
Partner closely with Engineering, Product Management, Field Service, and Quality teams to provide feedback on product performance, reliability, and customer-impact issues.
Contribute to product release readiness by ensuring support teams are trained, equipped, and aligned ahead of new launches or updates.
Customer Advocacy & Experience Enhancement
Serve as the voice of the customer within BlueCrest, ensuring customer insights influence product design, service decisions, and long-term strategy.
Champion initiatives that enhance the customer experience, such as self-service tools, knowledge bases, training content, and digital support channels.
Operational Excellence & Process Management
Establish and maintain support processes, documentation standards, and service workflows that maximize efficiency and consistency.
Leverage data, analytics, and reporting to drive informed decision-making and maintain executive visibility into support operations.
Budgeting, Planning, and Resource Management
Oversee resource planning, staffing strategies, and workforce development to meet service and performance goals.
Evaluate and implement technologies, tools, and platforms that increase the scalability and effectiveness of Technical Support.
KEY RELATIONSHIPS
Manager: Align on service strategy, organizational priorities, resource planning, and escalations requiring executive visibility.
Engineering & Product Management: Collaborate on escalation resolution, defect prioritization, product improvements, and future product planning.
Field Service & Customer Service Teams: Coordinate on customer issues, field escalations, service readiness, and end-to-end support delivery.
Quality & Reliability Teams: Share trends, failure data, and customer feedback to drive product quality improvements.
Sales & Account Management: Partner on major customer accounts, high-visibility escalations, and service commitments tied to business objectives.
Training & Documentation Team: Ensure accurate, up-to-date technical content and internal training materials for support readiness.
Customers & End Users: Serve as a strategic technical partner, ensuring timely issue resolution and fostering trust and satisfaction.
Vendors & Technology Partners: Manage relationships related to tools, systems, or third-party technologies used in technical support operations.
Qualifications
PREFERRED:
Master’s degree in computer science, Information Technology, Engineering, or Business (or related field).
10+ years in technical support / service operations with 5+ yearsleading managers and global/multisite teams.
Experience operating global followthesun models and managing outsourced/partner ecosystems with clear RACI and performance management.
Prefer strong sortation, mailing, print, and operational experience, with an emphasis on service delivery.
Prefer expertise in client mailing workflow, including competitive products, BlueCrest legacy, and current BlueCrest products.
