Director of Product Support

We're IntelliShift, a rapidly growing B2B SaaS company with 20 years of expertise in fleet management technology. IntelliShift is the fleet intelligence platform for safety and operations teams, and we empower construction, utilities, field services, and last mile delivery businesses to make the intelligent shift from siloed data using point solutions, to one simple, powerful platform. IntelliShift provides these customers with a level of insight they’ve never had before to improve safety, establish next generation operational efficiency, and make intelligent decisions every day.

The Director of Product Support is a key member of the Customer Experience team. The ideal candidate will be a IntelliShift product expert that can lead the Product Support team, which is comprised of Tier I and Tier II Product Support representatives. This position requires a strong technical background as well as customer facing and interpersonal skills to manage the activities as outlined and to...

Duties:

1. Customer Point-of –Contact for Product Support related issues, items, and opportunities.  Represent & lead Breeze-Eastern’s aftermarket commitments and objectives.
2. Utilize existing programs, policies, and procedures to meet company defined goals.
1. Perform analysis and measurements to identify and implement improvements to TAT, cost, quality, and customer service.
2. Discharges the duties and responsibilities so that schedules, deliveries, quality levels, and cost goals are achieved.
3. Establish pricing policies and perform pricing reviews.
4. Ensures Contract adherence and Compliance.
3. Coordinates the management, allocation, monitoring, and analysis of the department budget, personnel resources and performance, and other product support related tasks.  Supports the development and implementation of the Strategic and Tactical Planning process for aftermarket / product support sectors (not...

Vasion is looking for a Director, Product Support that exemplifies our core values and wants to be part of our growing team. We are committed to making digital transformation attainable to everyone by building an affordable, integrated SaaS solution that simplifies business processes. Vasion offers a flexible working environment for our 300+ employees across the world, including at our global headquarters in St. George, Utah, or in one of our other offices in the UK, Germany, and Lehi, Utah.

POSITION SUMMARY

The Director of Product/Customer Support directs all aspects of the organization’s product support team, policies, objectives, and initiatives.  Accountable for developing service-level standards focused on reducing response times and providing industry-leading customer satisfaction.  Implement systems to capture and report on service metrics, including any customer feedback or trends in product or service issues. Be a customer ambassador across...