Head of Advanced Technical Support and Escalation (ATSE)

at  KidsKonnect

Are you enthusiastic about technology and customers? Do you have a customer-first mentality, and do you enjoy working in a fast paced, high growth, learning environment?
Would you like to offer your technical expertise and leadership to enable our technical support team to perform their role as best as possible? Then we are looking for you!
Full-time · Almere / Hybride

QUALIFICATIONS:

• 15+ years validated experience in technology/technical leadership/management roles with a strong background in IP; data network infrastructure; architecture; concepts and associated technologies including leading large technical teams.
• Detailed understanding of customer service and support operations
• Familiarity with current business models, trends, market dynamics and technological adjacencies (i.e. virtualization, software/OS, cloud services)
• Ability to assess, prioritize, assign and handle technical work streams to completion.
• Proven strong written, oral and presentation skills with the ability to discuss technical concepts to a variety of audiences.
• Strong interpersonal, organizational and collaborative work skills
• Minimum BS/BSE/EE degree in engineering / computer science or equivalent work experience in computing, software or network communications

ABOUT THE ROLE

The role will provide both team and business leadership with a focus on skills recruitment, people growth and development, technical and operational excellence as well as team development.
Drive daily workflow across L3 and Technical Service Management support staff in for gold and silver customers as well as provide tactical and strategic leadership. Be accountable for strategic engagements, architectural and multidimensional development of the teams in a matrixed organization model. Aim to prioritize outcome-based technical engagements; team development and alignment of organizational capabilities in support of customer and business priorities and drive a positive customer experience through ensured regular and qualitative communications and updates. Other important facets of the role also include but are not limited to leading the Hot Account escalations, the development of standard methodologies, and advocacy for KidsKonnect in country supporting the sales teams to drive a better KidsKonnect footprint in Europe.
Be accountable for strategic engagements, architectural and multidimensional development of the teams in a matrixed organization model with the Teams and leaders in The Netherlands and other locations in EMEA, like the UK and Belgium.
Aim to prioritize outcome-based technical engagements; team development and alignment of organizational capabilities in support of customer and business priorities and drive a positive customer experience through ensured regular and qualitative communications and updates.
Other important facets of the role also include but are not limited to the development of standard methodologies, and advocacy for KidsKonnect in country supporting the sales teams to drive a better footprint in the country. Requirements Accomplished self-starter with leadership experience; adept at business diplomacy and dealing with sometimes difficult situations, aware of market trends and transitions, understand data systems architecture and associated business value, have experience with collaborative/overlay business motions and possess a proven track record working in a matrix environment and possess excellent communication, presentation and organization skills.
Being a balanced professional, coming from a technical background but with an eye for business are fundamental for success. Travel may be required to look after the best interests of the team, and to ensure secure interlock and inter working in the matrix.

PRIMARY RESPONSIBILITIES:

• Business planning, setting goals and driving initiatives, strategy and executing plans that contribute to accelerating the achievement of our organisations.
• Responsibility for recruiting, developing and retaining top talent at various levels for the technical teams.
• Holding Executive level relationships with senior customers and partners to evangelize the technical strategy, advantages, capabilities, features and benefits as appropriate.
• Structured technical enablement initiatives and sophisticated training including technical overviews, demonstrations, events, webinars, and workshops
• Influence and mentoring of the teams through sharing of technical experiences.