Director of Professional Services and Support

Summary: This position leads the Global Services organization. and is responsible for oversight and guidance on the delivery of high-quality professional services, including installation, commissioning, maintenance, and technical support for our industry -leading liquid cooled datacenter cooling infrastructure solutions. The primary goals of this position are to drive excellence in customer satisfaction and operational efficiency.

Duties and Responsibilities

Leadership and Strategic Direction:

• Develops and implements the strategic vision for professional services (installations, integrations, consulting) and support (technical support, troubleshooting, maintenance) to align with company objectives.
• Leads and mentors a cross-functional team, including project managers, engineers, support technicians, and customer success managers, ensuring high levels of performance and customer satisfaction.
• Drives the evolution of service offerings to meet changing customer needs, technological advances, and industry trends.
• Collaborates with senior leadership on business goals, budget planning, and resource allocation to support the company's growth.

Customer-Focused Service Delivery:

• Client Engagement: Develops and maintains strong relationships with clients to understand their needs and ensure satisfaction with our products and services.
• Project Management: Oversees the implementation of cooling solutions in data centers, ensuring projects are completed on time, within scope, and within budget.
• Technical Support: Leads a team of support engineers to provide high-quality technical assistance and resolve any issues related to our cooling infrastructure.
• Training and Development: Creates and implements training programs for clients and internal teams to ensure they are knowledgeable about our technologies and best practices.
• Strategic Planning: Collaborates with other departments to develop and execute strategies for improving service delivery and expanding our market presence.
• Performance Monitoring: Establishes and monitors key performance indicators (KPIs) to ensure the effectiveness and efficiency of the professional services and support teams.
• Continuous Improvement: Identifies opportunities for process improvements and implements best practices to enhance service quality and client satisfaction.

Position Qualifications

·      Bachelor’s degree in Engineering, Computer Science, or a related field required. 

·      Master’s degree or MBA is preferred.

·      10 years of experience in professional services, technical support, or a related field required, with at least 5 years in a leadership role required.

Knowledge, Skills, and Abilities

·      Strong technical background, excellent leadership abilities, and a proven track record in managing professional services and support teams

·      Technical Expertise: In-depth knowledge of datacenter cooling technologies, including liquid cooling, air cooling, and immersion cooling.

·      Leadership Skills: Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.

·      Problem-Solving: Strong analytical and problem-solving abilities, with a focus on delivering practical and innovative solutions.

·      Project Management: Proven experience in managing complex projects and coordinating with multiple teams.

·      Excellent communication and interpersonal skills, fostering positive relationships with team members, clients, and stakeholders.

·      Advanced reporting and presentation skills particularly for customer and partner executives.

·      Problem-solving and decision-making abilities to address challenges in a dynamic environment.

·      Ability to validate technical requirements against desired business outcomes for Customers.

·      Ability to collaborate with resources, internal and external, to execute a project’s objectives.

·      Excellent verbal and written communication skills.

·      Excellent interpersonal, negotiation, persuasion, and customer service skills.

·      Excellent organizational skills and attention to detail.

·      Ability to function well in a high-paced and at times stressful environment.

·      Proficient with Project Management software and tools.

·      Ability to serve as a lead technical resource on Service Case Escalations on occasion.