Director, Global Technical Support & Customer Success
Hydranautics: Oceanside, California, US
Hydranautics is a part of the Nitto Group of companies and one of the global leaders in the field of integrated membrane solutions. We offer complete membrane solutions like reverse osmosis, nanofiltration, ultrafiltration and microfiltration for water, waste water and process treatment and applications. Hydranautics membrane-based solutions are currently in use on seven continents throughout the world for diverse applications such as seawater desalination, industrial high-purity water, surface water treatment, waste water treatment and specialty process applications.
POSITION OVERVIEW:
Under strategic leadership, evaluate, recommend, plan, and execute the global applications technology and technical support business segment of the organization in collaboration with upper management to meet business strategies. Oversee and lead our global customer success initiatives and support and develop regional technical support teams to ensure on time successful implementations of and resolution to technical customer issues. Partner with staff to expand and grow the business opportunities, including leadership, guidance, training, and day-to-day direction. Lead global teams on new strategic business growth areas, generate value outcomes, customer satisfaction, and product innovation. Serve as the key contact for the Global Membrane Division technology.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Prepares input for Tech Dept annual budget for staff and operating expenses, accountable for the fiscal operation of the areas of control.
- Champions the Application Technology and Process Separation products in the testing of new spiral products and improvement of existing products, including the releasing of new products with technical documentation, training for the Sales & Marketing staff and evaluation of customer’s membrane systems.
- Writes, presents, and publishes technical papers. Attends conferences, present papers, and networks with membrane field experts to promote Nitto technologies. Stays updated with industry trends and technological advancements to provide valuable inputs for product roadmap development.
- Supports Risk Committee to judge risk for projects being considered.
- Reports on the market needs based on evaluation of new products and services within the industry to ensure market share with company’s competitors.
- Develops guidelines for warranties and safety factors based on historical performance analysis of our products, reviews and approves warranty drafts prepared by regional technical staff.
- Manages the development and maintenance of our IMSDesign software.
- Leads global teams to develop new application technology and develop new markets.
- Represents Global Membrane division to various outside groups and organizations to promote our brand and technology.
- Manages technical support services to provided needed on-site resources around the world for site prep, commissioning, and trouble-shooting efforts.
- Performs contract review for technical aspects of new projects.
- Other duties as assigned.
QUALIFICATIONS, SKILLS, EXPERIENCE:
- Bachelor of Science in Chemical Engineering, Environmental Engineering, or related field; and, 20 years’ experience with minimum 10 years’ experience in the water treatment industry; or an equivalent combination of education and experience.
- Master of Science in Chemical Engineering, Environmental Engineering or related field, a plus.
- 10 years of experience managing a group of technical staff.
- Proven experience in customer success management and technical support roles, preferably in a global environment.
- Advanced working knowledge of water chemistry concepts, fluid flow and water pressure as well as analytical method and technical writing.
- Advanced knowledge of plant processes, RO, NF and UF with practical application to the field.
- Advanced understanding of Reverse Osmosis, Nanofiltration, and Ultrafiltration processes and products.
- Proactive and customer-centric approach, with a strong focus on delivering value and exceeding customer expectations.
- Read, understand, and generate P&ID and PFD drawings.
- Travel for extended periods and work with a flexible schedule.
Salary $175,000.00 - $200,000.00 a year, dependent upon experience.
Hydranautics offers a competitive compensation and benefits package. We believe diversity is key to our competitive advantage and value the diversity among our employees. We are proud to be an EEO employer.