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Senior Director (m/f/d) EMEA Customer Support

Position:

Senior Director (m/f/d) EMEA Customer Support

Location:

EMEA

The Company

Work is now defined by what we do, not where we go. The widely distributed workforce is here to stay.

IGEL allows workers to thrive, regardless of the environment, while organizations retain full management, control, and security of user endpoints. IGEL secures and simplifies digital workspaces in healthcare, finance, retail, higher education, government, and manufacturing organizations around the world. All we’re missing is: YOU.

The Role

The Sr. Director, EMEA Customer Support will drive operational excellence with assigned staff and daily operations in the EMEA region.  You will provide escalated support to internal and external customers for all IGEL products and services and manage multiple segments of support businesses to effectively align with customer needs.  You will handle escalated issues and interact with various groups, including Sales, Product Management, Program Management, Engineering, Development, Distributors and Channel Partners, to document and report issues and work towards resolution. This role is responsible for the performance of all technical and customer onboarding support for the IGEL footprint.

Responsibilities

  • Collaborate with executive leadership and direct reports to set performance objectives and goals
  • Lead and develop support onboarding and technical support teams
  • Independent and goal-oriented in owning and providing best in class technical support to our valued Customers, Partners and Distributors
  • Partner with internal and external stakeholders to ensure support quality
  • Provide timely guidance, encouragement and coaching to direct reports to help strengthen specific knowledge/skill areas needed to achieve highest performance
  • Plan, communicate, delegate, and monitor work assignments/special projects concerning direct reports
  • Respond to escalated issues and interacts with various groups, including IT, Product Management, Program Management, IGEL Development, Advanced Services and Sales to resolve
  • Develop daily, weekly, and monthly status reports for management and put processes into place that will ensure Customer SLAs, CSAT and customer support needs are met
  • Develop Support KPIs through various ServiceNow reports to improve IGEL Customer Support and overall Customer Experience
  • Identify opportunities for career development and finds creative ways to enhance skills for EMEA support team
  • Responsible for analyzing scheduling needs, optimizing schedules to align with Customer Support objectives, and monitoring direct report schedule adherence and in accordance with IGEL policies

Qualifications

  • Bachelor's degree in a technology related field or equivalent combination of education and 3+ years relevant experience in a similar role
  • 5+ years’ experience in a customer facing roles with increasing responsibilities including technical customer management experience
  • 5 years’ experience directly supporting enterprise-level customers in a technical capacity
  • Experience managing application and desktop virtualization platforms (VMware Horizon, Citrix Virtual Apps and Desktops, Microsoft Remote Desktop Services, etc.)
  • 3 years’ experience of managing IGEL products within a customer environment preferred
  • Experience with Account Management or Management skills in a similar capacity preferred
  • Proven track record of driving results in both back-office case-management, and direct call center management in a technical environment
  • Demonstrable skills in leadership, managing a remote and office-based team, negotiation, problem solving, conflict management, planning, and delegating
  • Strong knowledge of End User Computing (EUC) Business
  • Ability to multitask and prioritize projects to meet deadlines
  • Demonstrable ability to project manage complex and cross-functional projects
  • Excellent verbal and written communication skills in both English and German and strong interpersonal skills
  • Ability for travel within EMEA up to 25%, and to the US (if required)

WE OFFER

  • A thorough induction into the company and our products
  • A workplace run on trust, empowerment, and feedback with a positive, inspiring working atmosphere
  • Competitive salary and great IT equipment
  • Individual further training opportunities for your career
  • Flexible working times, so that you can combine your demanding work with your private goals and requirements
  • A highly motivated team that is already looking forward to your support and to developing strategies and achieving common goals together with you

 

… and much more!

Have we caught your interest? Apply now via our online applicant portal.

 

If you have any questions about the position or application process, our HR team is happy to assist.

Lisa Ertel
IGEL Technology GmbH
Hermann-Ritter-Str. 110
28197 Bremen

Tel.: 0421-520-94-2000

 

 

We celebrate tolerance and diversity, and we are committed to building teams that represent a variety of backgrounds, skills and perspectives.

IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.

 

Interested in the position?

Apply Now
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