Technical Support Director

Position Overview
 Wireless and networking post-sales and pre-sales technical support to  partners and customers.
 This person will lead and manage the technical support team, including overall ownership of customer success and satisfaction.
 Responsibilities:
 Ownership and handling of all customer’s technical issues, including questions, cases (service requests), complaint, RMAs   
Ownership of the SalesForce case handling, reporting, automation, metrics and analytics   
Technical leader and point of contact for worldwide pre/post sales engineers and responsibility to accelerate their technical expertise   
Manage and run trials/demos at customer’s site   
Enforce and control warranties and service agreements   
Manage RMA process, including quotes, reporting, on-time delivery, corrective actions and failure analysis.
Interface with R&D, Engineering and Product Management and other departments in HQ (Israel) to address customer’s issues and implement corrective actions for cases, bugs, complaints, feature requests…      Qualifications
 Previous pre-sales/post-sales leadership position in the telecom industry   
Strong technical background, networking/wireless – an advantage   
Relevant B.SC or M.SC degree – an advantage   
Technical qualifications, analytical and problem-solving thinking   
An ability to handle multiple tasks individually in a challenging environment.   
The right person must be independent, self-motivated with quick-learning capabilities.     
Flights abroad – up to 25%