Director of Technical Services

Technical Support Costa Mesa, California


Description

Celebrating over 40 years as a top Enterprise Resource Planning (ERP) software provider for manufactures and distributors companies, SYSPRO has earned prestigious industry awards for its technology, company culture, customer relations, and leadership. In order for SYSPRO to continue to play such a vital role in the industry, we need a team of top-class innovative people behind us that meet SYSPRO values and culture.

We are currently looking to hire a full time Director of Technical Services. The role of the Director of Technical Services is to manage SYSPRO’s Technical Services teams covering support, custom development, and software installation services.  Maintain the organization’s effectives and efficiency by delivery and information technologies to support the overall business objectives. The person in this position will be responsible for driving and delivering key support metrics, best practices, knowledge- based content, and methodologies that ensure the delivery of support meets organization goals. Responsibilities in this position will also include to develop and implement the USA technical support and installations are in alignment with SYSPRO USA and global objectives

 

The Director of Technical Services position is responsible for but not limited to:

  • Manage Profit and Loss statements for the technical services teams to drive profitability
  • Ensure delivery of technical services to drive customer success, retention, and satisfaction
  • Develop and implement a strategic USA support strategy and roadmap in alignment with SYSPRO USA and global objectives
  • Identify and maintain regional specific developed solutions and collaborate with product management on developing future market driven solutions
  • Achieve operational efficiencies through process optimization and the implementation of standardize toolsets, and quality management
  • Provide leadership to the technical teams and provide mentoring/training to promote employee success and satisfaction through education and career planning
  • Ensure high customer satisfaction and value realization
  • Create technical services proposals and statements of work for development along with software installations and upgrades as well as support and other technical services contracts
  • Understand the SYSPRO product and its architectural constructs, development methodologies
  • Leading the technical support team in two main functions: custom development and USA module and resalable integrations

Qualification/Minimum Requirements:

  • Bachelors’ degree in Technology or related field required, when there is no degree must have the minimum number of years of experience required
  • 6+ years of experience as senior or director of technical services covering support, software development and software installation
  • 5+ years of experience in a technology or professional service firm
  • Experience managing a technical, infrastructure support and development teams
  • ERP Product experience preferred


Skills Required:

  • Detail oriented and efficient
  • Attention to detail and quality
  • Ability to work in a hands-on, collaborative team environment while taking ownership of execution
  • Strong analytical and problem-solving skills
  • Strong reporting ability
  • Excellent communication skills
  • Good presentation skills
  • Excellent time management
  • Technical experience Microsoft technologies such as MS SQL as well as development experience
  • Strong business acumen with proficiency in business analysis
  • Good technical and development troubleshooting skills
  • Good negotiation and persuasion skills
  • Honest and trustworthy, able to uphold SYSPRO USA Values and Behaviors
  • Full knowledge of MS Office: Outlook, Word, Excel, PowerPoint, and Outlook
  • Knowledge of CRM
  • Strong understanding of web based and/or internet systems and technologies
  • Business leadership, collaboration, customer and partner satisfaction
  • High level of professional services understanding and practical experience


Travel Requirements:

  • In Office position, small amount of travel required 

What you can expect from SYSPRO:

  • Award-winning, technology-driven company culture
  • Professional and personal growth
  • A talented and enthusiastic team, dedicated to SYSPRO’s success
  • Exceptional benefits - Health, Dental, Vision, Life Insurance, Long-term disability, travel insurance, and Accidental Death & Dismemberment
  • 401k with generous matching