This director will report to the Vice President of Customer Services and will be responsible for all architecture, roadmap, projects, deployments, maintenance and evolution of the tools, systems, and technologies that enable support automation, deflect new cases, deliver expedited case resolution, and integrate our support systems with our service supply chain.

Core responsibilities include:

• Building and leading a team of service systems, tools, and technology specialists


• Serving as strategic and visionary leader that determines, defines, and drives 3PAR’s systems to an industry-leading position


• Service as the tactical and project lead as that industry-leading vision becomes a reality in a way that drives near-term value as well as long-term success


• Defining, building, and implementing a support systems ecosystem that:


• Speeds a new support engineer’s time-to-productivity


• Deflects in-coming cases to comprehensive customer self-help tools


• Successfully closes cases via end-to-end automation


• Delivers cases to support engineers wrapped in meaningful and useful troubleshooting information


• Speeds case resolution / drives down backlog / drives down cost-per-case


• Avoids escalation time and cost by surrounding front line engineers with enabling information and tools


• Integrates primary support tools with third party service providers to enable automated RMA and Field Dispatch


• Leverages in-coming automated support information to build revenue-generating premium support services


• Delivers meaningful metrics and decision support tools that managers can use to make better decisions

This leader will interface will all adjacent functional groups in the company (Engineering, Product Marketing, Operations, Sales) to construct a high-value support systems infrastructure that delivers useful information, faster problem resolution, customer service departmental self-sufficiency, and incremental services revenue.  Critical to success will be a balance between long-term strategic planning, and near term tactical system improvements.  Success should be derived quickly, and sustained in a continuous improvement cycles.  Success measurements will be decreased time-to-resolve, decreased cost-per-case, increased customer satisfaction, and improved service margins.

• BS CS/EE and/or MBA are an advantage, but a demonstrable track record of success in similar roles is more important than specific education credentials.


• The ideal candidate will have an extended and successful track record of driving positive change into large and complex global services and support operations through the creation, deployment, and evolution of industry leading support systems. 


• Must have significant execution and leadership experience in both post-sale support and program/project management. 


• Excellent organizational, project management, writing, and communications skills, as well as the ability to acquire willing support from cross-functional organizations is required. 


• This position could require global travel, extended hours, and the kind of agility and flexibility that comes with many years of working in the heart of a complex, global, technical services infrastructure. 


• Must have an intimate understanding of the enabling systems that drive the success of a storage-centric technical support business, and a track-record of creatively and efficiently deploying and improving those systems.