Position Summary

The Director of Support directs a team responsible for the development, implementation, and delivery of Technical, Physical, End User, and B2B support of our enterprise platform, software, mobile and networking systems. The VP of Support further assesses the current, and future state of support, to plan and pave the path to exceeding customer and end user expectations. Generates timelines, estimates costs, and ensures projects meet the needs of the client organization.

As a member of the Operations team, you will report to the Chief Operating Officer at higi.  This position is responsible for overseeing a broad range of duties including:

• Managing internal technical support team. Providing best of class solutions, techniques, review of service delivery, time usage, reporting to ensure the most effective support levels producing superior satisfaction
• Manage logistics of higi Station delivery including deployments of new retailer and B2B partnerships
• Flawlessly integrate new partners and solutions before they come to market
• Determine best path to total customer satisfaction from reporting of issues, triage, feedback to both end user and business/technology escalation constituents, to resolution of issue with communication to all parties.
• Manager Partner relationships for ongoing support needs
• Interfacing with third party break-fix delivery organization to ensure superior customer satisfaction and compliance with SLA’s.
• Inventory demand management
• Determining, measuring, and achieving key metrics to support overall goals of organization
• Determine and implement creative solutions for supporting network of over 11,000 stations
• Ability to determine the right staffing levels and recruit superior, passionate advocates
• Manage others as well as manage processes amongst teams that are not directly managed by candidate
• Track, trend, analyze, and report out findings amongst data
• And any others as management sees fit.

Qualifications / Required / Desired Skills

• Requires a bachelor's degree in area of specialty and/or at least 10 years of experience in the field or in a related area.
• Candidate must be familiar with a variety of the field's best practices, concepts, and procedures
• Must be innovative and passionate about the success of the end user and customers
• Proven track record of exceeding customer and end-user expectations, and delivering superior support
• Candidate must not settle on less than the best level of support for all affected users, both internal and external. An advocate for those that we help.
• Attention to detail critical
• Two way communication expert – Must listen to other parties to effectively look for solutions rather than providing answers
• Proactive solutions as a way of life, not reactive once there is already pain
• Technology driven to deliver automated and accurate solutions more timely
• Experience with CRM solution integration, and expansion.
• Data junkie who makes data driven decisions that improve the satisfaction of users
• Experience with Class II medical devices or ISO:13485 a plus
• Travel Required: Occasional Travel Required