Job Posting: Director, Technical Support Services

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Role Summary

The Director Technical Support Services' role is to effectively manage all activities related to the After Sales functions, and to ensure maximum positive customer experience in line with defined Service Level Agreements (SLAs). This includes managing and coaching a team of technical support representatives and risk management functions within a customer-centric organization. This function is prime to the company's reputation as the customer experience is one of strong competitive advantage. As such it is critical that the jobholder work very closely with all other groups in ensuring customer satisfaction.

Key Result Areas:

• Participate in the development, evaluation and implementation of Beanstream's strategic plan, and ensure the appropriate policies and procedures are put in place within the Technical Support Services groups.
• Develop, implement and monitor comprehensive operational standards, procedures and controls for all responsibilities within the Technical Support Services group to ensure effective support of the company's portfolio of products.
• Design and cultivate an effective team to successfully lead and motivate people through time-of-change. Model a collaborative working style and lead by inspiration and respect.


• Effectively manage the day-to-day operation of all functions. Maintain quality service standards that maximize the customer experience and ensure that the right tools and methods are used in managing the business.
• Maintain effective two-way communication and teamwork with all other groups within the company fostering the development, implementation and evaluation of technical support services best practices.
• Monitors operational progress against performance targets and organizes counter-measures required to facilitate review of achieved goals.
• Keep abreast and identify emerging trends within the technical support services areas to ensure that evaluation of new direction of relevance to the business is based on sound knowledge and awareness.

Knowledge Skills & Abilities:

• Highly motivated; have a positive attitude and energy to move an organization forward; comfortable making tough decisions
• Well organised with solid communication skills
• Able to generate respect from various internal and external stakeholder groups
• Acting with integrity and trust
• Proven leadership experience and expertise

Qualification:

• A minimum of 5 years in managing teams within a very demanding work environment
• Previous experience and knowledge in the payments industry an asset
• Customer solutions training an asset

If you think you're ready for a challenge and a change and would like to be part of our team, please send your cover letter (including salary expectation) and résumé via e-mail to eharris@beanstream.com

We thank all of our applicants for their interest in our company and their time in applying. This is a high-priority role, therefore shortlisted candidates will be contacted in the next two weeks.