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Director, Technical Services – Cleo Communications – Loves Park, IL | dice.com – 2-19-2014

Position Summary:The Director of Technical Services leads the support services group to drive positive business results for our customers. This is a senior management position is responsible for the efficient operation of technical support, escalation management, customer experience and satisfaction and outsourced operations.Responsibilities:Key responsibilities for this position include the following:Design, develop and expand global technical support team to include premium level support as well as devising a service methodology for targeted customer satisfactionOversee support operations, monitoring customer dashboards and ensuring proper escalation and resolutionDefine and implement successful customer feedback methodology to improve and expedite the highest level of customer serviceIdentify and initiate opportunities to implement company-wide business operating strategies and plansManage department level staffing, including onboarding, continuous training and coaching of staffQualifications Requirements:Key qualification requirements for this position include the following:Bachelor’s degree (B.S.) required; Master’s Degree in Engineering or Business Administration preferredTen years’ experience including senior-level management of technical support organizationsPrevious experience developing and managing multi-level global support programs to provide ente…                                                                

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