Head of Technical Services
Vista Group, New Zealand
Job Description
The Head of Technical Services APAC is responsible and accountable for the day-to-day operational and leadership of Vista’s Technical Services Teams (APAC) to ensure the best possible customer service experience.
Key responsibilities:
- Provide world-class customer, product support and professional services for all customers supported through the APAC office.
- Create a global centre of expertise for customer and product support related matters including processes, practices, knowledge, and training.
- Define and manage the processes, practices and tools employed by the Technical Services team to ensure incident management targets and KPIs are met.
- Support satellite offices by assisting with incident management and escalation of complex issues as required, provide relevant product, process and practice training and guidance.
- Collaborate with Customer Service Leads and Business Partners globally to establish a Customer Service council with consistent goals, service quality and delivery standards and as appropriate, consistent processes and practices required to deliver on these standards.
- Develop and maintain a culture of high-performance, collaboration and accountability within Services teams.
- Develop an effective working relationship with the Engineering and Product teams to ensure Vista produces a cohesive product delivery and servicing department
Requirements
- NZ citizen or NZ resident or holds a current NZ work permit
- Has a current valid passport or can obtain one promptly if required
- A minimum of five years’ experience leading multiple technical support teams
- Strong problem solving and analytical skills
- Effective time management skills
- Excellent written and verbal communication skills in English
- Ability to work on several tasks or projects simultaneously, prioritising and following through to successful resolution
Benefits
You will be supported to continually learn and improve your tech skills, share knowledge and ideas in the team, and be part of a dynamic and open culture.
We have a range of benefits that include:
- Excellent work/life balance, including a 4 day working week
- Hybrid working
- Medical and Life insurance
- Extended sick leave, paid parental leave and wellness benefits
- Strong mentoring amp; career development focus
- Fun team events including the Vista Innovation cup and our Christmas party
If you enjoy a challenge and working in a dynamic and collaborative team, you’ll love working at Vista.
We value inclusivity celebrate diversity and are committed to offering equal opportunity to our staff and candidates regardless of gender, age, race, ethnicity, marital status, disability, sex, sexual orientation, religious, ethical beliefs or political opinion. This commitment is reflected in all our employment policies and procedures.
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