Global Support & Training Director

Description

Key Responsibilities:

• Design and execute a cohesive global strategy for support and training, ensuring a seamless and consistent customer journey from initial onboarding to expert-level use.

• Define and own all key performance indicators (KPIs) for both functions. Crucially, you will analyze support data to identify trends that should inform and prioritize the creation of new training content.

• Design and manage a tiered global support organization that efficiently serves different customer segments and geographies with clear SLAs.

• Oversee all support tools, including ticketing systems and knowledge bases, to enhance efficiency and the customer experience.

• Continuously refine support workflows, escalation paths, and incident management processes to improve resolution times and customer satisfaction.

• Lead the design, development, and maintenance of a comprehensive library of training content (e-learning, instructor-led courses, videos, documentation).

• Design and manage global certification programs to validate expertise, create a skilled partner ecosystem, and provide a clear value path for customers.

• Manage, mentor, and inspire a distributed team of support engineers, trainers, and frontline partners/subcontractors.

• Build an integrated culture where the support and training teams collaborate closely, share insights, and operate as a single, unified enablement function.

Qualifications:

• 10+ years of experience in post-sale customer-facing roles, with at least 5+ years in a managerial position managing a global or multi-regional team.

• Strong technical background and knowledge in RF and networking technologies (hands-on).

• Significant leadership experience in either Customer Support or Training is required. Deep exposure to and strategic understanding of the other domain is essential. Proven experience managing both functions is a strong plus.

• Experience in a fast-paced, multi-disciplinary technology company (with a mix of hardware, software, or services) is essential.

• Strong familiarity with support and learning technologies (LMS, Ticketing Systems, Knowledge Management).

• A bachelor's degree is required; an MBA or other advanced degree in a relevant field is highly preferred.