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Latitude, Inc. Director of Technical Support in Columbia, Maryland

Growing Government Contractor looking to hire a Director of Technical Support.

Primary Function:

The Director of Technical Support directs the customer technical services, customer applications support, and technical product support functions of the company.

This position will have primary responsibility for all activities that touch the customer including training, returned material analysis and disposition, and participate in acceptance of new product releases.

Duties:

Work with RMA processes and metrics

Supervise other members of the Customer Support Group

Have considerable customer interface

Responsible for creating/maintaining user product manuals

Drive product field performance improvements through analysis of field reruns and customer escalations

Initiate and drive systemic improvement activities, including streamlining, standardization of documentation, change control, quality, and transfer processes; and implementing quality and safety controls and improvements.

Introduce new product designs to contract manufacturers, focusing on high reliability, low manufacturing cost, and rapid time to market.

Requirements:

7+ years experience delivering and managing customer support in a technical environment; prefer 2+ years of management experience

Strong electrical engineering background with knowledge of microprocessor architecture

Must be able to provide required support, training, and technical assistance to persons or teams of varying technical background

Qualifications:

Experience in developing and writing test applications in a Windows environment is a plus

Knowledge of hardware and software preferred

Excellent leadership and communication skills

Education:

Bachelors of Electrical Engineering or related degree required

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