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Director, Support

Overview
Harris Computer Systems is seeking a Director of Support Services for its Systems and Software Business. The individual selected for this role will be a highly energetic self starter who will take on responsibilities within our Support organization.
The Director must have a strong customer focus and will ultimately be in charge of customer service for our existing customers, operational activities within our Support Services group, and our on-going maintenance contracts.
Details
What will be your impact?
Complete financial responsibility for the Support Services group including forecasting & recognition of Maintenance Revenue, Services Revenue, 3rd Party Revenue & Departmental Costs.
Achievement of year over year growth of maintenance revenue.
Ensure customers are receiving value for their annual maintenance contracts.
Set, meet and monitor departmental goals to drive optimal performance within Support.
Focus on the overall value of customer relationships, including reference-ability, & ways to drive incremental revenues from the customer base.
Regular process review to improve efficiencies wherever possible
Resolving customer service related issues & contribute towards improving overall customer service.
Understand provisions of maintenance contracts and communicate to customers as needed thereby contributing towards monthly revenue targets.
HR Responsibilities for the Support Services group.
Travel on occasion, primarily Customer Service Visits, User Group Meetings and/or Customer Conferences.
Operational performance improvements to reduce customer call volume and software deficiency items.
Performance monitoring and explanation of required corporate metrics.
Act as senior point of escalation for customer issues.
Manage the support database for the current software support ticketing system.
What we are looing for?
5+ years of senior management experience and managing a team of 10 or more people.
Ability to interpret customer requests and problems and turn those into solutions. Identify opportunities and create solutions to meet the business requirements.
Ability to manage multiple projects and tasks.
Effectively managing priorities for Harris corporate, our customers and our employees.
Good understanding of accounting principals and P&L.
Excellent communicator. Ability to listen to and analyze customer and employee ideas and concerns, and action those accordingly.
Available to travel on an as needed basis.
Strong industry knowledge. Understanding of the Utility and Municipal business. Experience with CIS software.
Can effectively handle change management. Can provide effective facilitation to client groups and employees regarding change management and business process changes.
Free thinker, self-confident. Is not afraid to voice concerns about our direction or decisions and would actively interact in management meetings. Constantly looking to improve processes and business practices instead of accepting status quo.
Understands the value of customer interaction and quality customer service. Proven ability to establish strong relationships at various levels within a customer organization and develop a long term business partnership, that should ultimately facilitate driving additional revenues thru the base while at the same time provide greater business value to the customer.
Post-secondary diploma or certification in a related field preferred.
Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.
If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (1)-613-226-5511 or at HarrisTalentAcquisition@harriscomputer.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.


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