Skip to content

Careers

Transcend the day-to-day work experience. Work inspired.

Director, Product Support

Location:

Maitland - Florida - USA

Function:

Customer Service/Support

Ref #:

20190004224
Apply >

Description

As the Director of Product Support, you’ll take an organization-wide view of performance metrics, process, and training for the US operations product support groups. This includes planning and directing strategies in support of our rapid growth while creating a highly engaged and collaborative culture.

•Direct reports include functional managers and an indirect staff of 40+ employees.
•Establishes organizational goals and objectives, and monitors performance to plan. Adjusts resources, organization structure, and personnel to achieve attainment of overall goals. Delegates tasks and assignments to appropriate subordinates and monitors progress.
•Conceives strategies that improve customer satisfaction, profitability, employee satisfaction, and which support the sales efforts. Builds cross-market, integrated support strategies and is responsible for implementation and results.
•Gives significant input into strategic and tactical decisions related to the functional discipline
•Solves multiple problems involving complex technical and managerial issues involving functional discipline and across multiple disciplines. Problems encountered are often strategic in nature and have long term implications
•Interprets, executes and recommends modifications to company strategies and procedures. Often meets with senior managers and peers from other functional groups to deal with external dependencies and issue resolution
•Interacts with senior customer management (VP/Director level) in both pre and post sales situations. Represents Kronos to these customers and has authority to commit significant company resources in these interactions. Responsible for customers’ overall satisfaction.
•Responsible for key product input and requirements communications to Engineering which have very significant impact on medium term company competitive positioning and service delivery costs.
•Develops staffing strategies. Recruits and hires staff. Supervises direct and functional reports. Establishes individual performance goals and priorities. Reviews performance against goals. Provides counseling. Plans, approves, and implements programs for the timely development and progress of each individual. Plans and grants salary increases as appropriate. Manages discipline and documentation steps in problem employee situations. Manages dismissals.

Qualifications

•Minimum 10 years technical support management experience (3 years at Director level) in a high volume support environment, preferred
•Experience working in a Cloud, SaaS or hosted environment preferred
•Experience building and running a decentralized organization with close connections to the corporate culture
•Bachelors degree preferred and/or equivalent relevant experience
•Proven results in improving customer satisfaction, customer retention, employee engagement and team productivity
•Proven experience in creating a customer centric culture
•Excellent interpersonal, motivational, and managerial skills with an indirect staff of at least 40 employees
•Professional communication skills, both written and verbal
•Experience working in a fast-paced environment and consistently delivering projects on or before expected due dates
•Experience preparing and writing demonstration, proposals, policies, procedures, job descriptions, and schedules
•Use of good judgment and a sense of urgency in the decision making process when assessing problems/situations

#LI-POST

Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.