Director, Global Operations Support Team

Director operates, supervises and provides customer support for all Berkshire Grey’s products that are in production and in commissioning phases. This person ensures all our SLAs are met and provides a world class support team to maintain our products reliability and production continuance. This position provides support for software trouble shooting as well as hardware adjustments and calibration support. This manager coordinates and deploys the hardware response team third party agent when needed.  This position is going to lead this team into our AI future.  They will need to incorporate Ai to enhance customer experience and streamline calls to reduce escalations and reliance on Field Ops and Engineering. This position plays a critical role in providing the highest level of customer service to our customers.

Director Responsibilities:

• Leads and implements Ai technology to make GSS a world leader in Ai customer support.
• Provides technology support and coverage for 24 hours 7 days a week.
• Is responsible for hiring, training, and mentoring all team members.
• Works closely with Engineering to provide data on bugs identified and assists in prioritizing the customers issues.
• Provides Tier I and Tier II support on our technology
• Provides proper escalation process and ensures protocols are followed and executed in accordance with customer SLAs
• Responsible for troubleshooting all product issues restoring them to full production levels in a swift and urgent manner.
• Provides data collection, time stamping, and JIRA ticketing for all bugs identified.
• Manages the software release schedule and communicates the release and Change Request impacts to customers before deploying any new release.
• Works closely with Engineering to develop troubleshooting guides and documents all steps to ensure correct recovery is performed.
• Responsible for monitoring all customer sites and be proactive to mitigate any alerts that signal an issue and resolve such issues before a customer contacts us.
• Manage the Operating budget for this department and ensure we stay within budget.
• Provide weekly and monthly KPI reports for all customers to VP of Field Operations.
• Conduct analysis of issues to monthly to prioritize work to be completed to eliminate these issues.
• Develops and maintains emergency plans to address equipment, power, or security failure to ensure preservation of technology and data
• Has a thorough understanding of available technology and research to learn about innovative solutions and new releases
• Works with engineering to develop tools, predictive alerts and other methods to improve overall customer experience.
• Manages the customer ticketing process in SalesForce.
• Creates Workorders to deploy 3rd party Hardware Response Team
• Tracks part failures and frequency and provide feedback to Supply Chain.

Education and Experience:

• Degree in System Engineering or Software preferred
• 5-10+ years’ experience operating a technology software and hardware support operations.
• 7-10 years leading a team of technology professionals, preferably including managers.
• Has experience in Ai technology to implement Ai features to enhance customer self service support function and strive to have Ai handle all known problems with ease.
• Experience with and strong understanding of tools such as: Opsgenie, Jira Service Management (JSM), and Twilio.
• Experience integrating service management tools with SalesForce (administration abilities preferred)
• Has ability to teach others trouble shooting and methodical thought process steps
• Experience managing or directing a sustaining engineering team or tech support team in a data center vertical.
• Understanding of the software release management process.
• Excellent interpersonal and customer-facing skills, with the ability to competently discuss complex technical issues with operations, engineering (software/hardware), and leadership teams.
  
• Knowledge and/or working experience with analytical tools (sql, Excel, tableau, Grafana)
• Experience with Lean, Six Sigma, or other continuous improvement methodologies

5120-2601SB