| Customer Support Director Delphi Technology, Inc. Job Snapshot Location: 303 George St. 5th Floor New Brunswick, NJ 08901 Employee Type: Full-Time Industry: Computer Software Manages Others: Yes Job Type: Customer Service; Information Technology Education: 4 Year Degree Experience: At least 10 year(s) Travel: Up to 25% Relocation Covered: No Post Date: 1/12/2010 Contact Information Contact: Susan Carlino Ref ID: CSD Fax: (617) 778-2297 Description Company Information With offices in Boston, MA, New Brunswick, NJ, and Shanghai, China, Delphi Technology, Inc., is a successful software applications and services vendor with an outstanding customer base and strong growth potential. We've been in business since 1989, providing information systems solutions and services to our insurance and risk management industry customers. We offer excellent salaries and comprehensive benefits. Our New Brunswick office is conveniently located near the train station and Rutger's campus. We are currently seeking an experienced Customer Support Director to to direct Delphi's Customer Support Help Desk and associated staff. In this position, the successful candidate will ensure professional, courteous, efficient, and cost effective customer support services. You will promote productive and positive relationships with customers; manage escalated customer support issues of a technical or product-related nature; and may manage basic account maintenance tasks. You will coordinate customer service activities with other Delphi functions and keep department priorities in synch with customer expectations. You will work closely with Account Executives to coordinate all support-related work. Responsibilities You will have overall responsibility for the resolution of all issues and completion of all tasks associated with Support Services, effectively, professionally, and congenially interfacing with various department leaders--both internally and within the customers' organizations- -to optimize customer satisfaction and achieve Delphi's business goals. You will develop, document, implement, monitor, and continually improve Customer Service support methods, procedures, and processes to achieve the desired level of customer satisfaction while attaining Delphi gross margin objectives. You will develop and maintain accurate and timely reports for the Delphi management team, including status reports, resource management, issues status, performance v. revenue and gross margin targets, and customer satisfaction reports. You will oversee the primary activities of the customer support staff to ensure completion of tasks and attainment of department goals. You will participate in department budgeting and forecasting (personnel, capital, operational expenses). You will review reports, forecasts, and analyses to ensure proper staffing levels within the customer support function. You will manage personnel activities of customer support staff, including hiring, training, rewarding, motivation, discipline, terminations, performance reviews, and pay discussions. You will also select and assign work and tasks to the appropriate staff members. Serving as the escalation point for issues beyond the authority of the customer support function, you will coordinate resolution of conflicts involving scheduling, resources, or technical issues. Other related duties, as assigned. Requirements Bachelor's Degree in Business or Computer Science and ten years of related experience, at least 3 of which have been at the management level. Related post-graduate training and/or education desirable. Excellent knowledge of all customer support areas. Superior time management, communications, decision-making, presentation, human relations, and organizational skills. Experience with technical support procedures and tools. Experience in a large-scale software customer support environment. Experience with insurance and/or financial services software preferred. Should be well-versed in current web technology and software. Expertise with standard business software applications and strong PC skills. Some travel and off-hours work may be necessary. How to Apply: To apply, send your resume, indicating position of interest to: http://www.careerbu ilder.com/ JobSeeker/ Jobs/JobDetails. aspx?ipath= EXIND&siteid= cbindeed& Job_DID=J8E46C6J TPKGCFB2DNX& cbRecursionCnt= 1&cbsid=a3f5149d a4c44a2da1f09795 ad493383- 316797168- R1-4 Jan 19th No Meeting Jan 26th - Tues - Bring 20 copies of your resume - 6 pm - Carnevale Center 10 Lenox Ave Pompton Lakes 07442 Rm 9 Feb 9th Combined Dinner Mtg AWC - Rod Colon - Empowering Today's Professionals (ETP) Network |
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