Position Profile

October 24, 2017

POSITION TITLE: Director of Product Support (technical products)

REPORTING TO: VP of Engineering

LOCATION: Berkeley, CA

OUR CLIENT:

The company products bring an unprecedented level of performance and simplicity to the growing need for traffic monitoring on freeways, arterials and parking garages, and traffic signal controls at intersections.

A leader in ultra low-power wireless sensor networking, the company has developed a family of vehicle detection products. Wireless sensor networking is a breakthrough technology that combines sophisticated networking software with highly integrated radio and sensor chips to enable sensing applications on a scale - and at a cost- unthinkable until now.

With this product, it is now possible to deploy vehicle detection at a much higher density and at a fraction of the initial installation and maintenance costs of currently prevalent technologies such as inductive loops, video cameras, and radar.

The company seeks a Director of Product Support to manage the product support group and manage large product deployments.


SCOPE AND RESPONSIBILITIES:

The Director will support all of the traffic detection products that The Company makes. S/he will manage the product support group and manage large product installations. Duties include, but are not limited to:

  • Manage and expand a distributed field service and support technicians (currently four, but this group is expected to grow), technically supporting direct sales, as well as sales through our channel partners and distributors.
    · Manage large scale deployments for city, county and state agencies - coordinate contractors, equipment, integration efforts, installations and final customer approval testing.
    · Work with customers and partners to develop customized solutions integrating The Company and third party equipment and services, such as DOT (Departments of Transportation), solar power, communications systems, etc.
    · Assist in major sales presentations and proposals.
    · Manage all technical aspects of product demonstrations, and product trials and deployments in direct sales territories, assigning field support technician to oversee the installation.
    · Provide feedback to engineering regarding desired product features, usability and reliability.
    · Confer with customers and engineers (pre- and post- sales), for customer inquiries, technical support, resolve customer procedural and equipment problems, which may require visits to the customer site. Arrange product repair.
    · Train and support channel partners and direct sales personnel in the features, benefits and use of company products, services and tools.
    · Travel 40 - 60% of the time (to customer sites, channel partner sites, vendor facilities, and field sales offices for large deployments/installations).
    · Build the group as increased sales require: provide tools, training, scheduling, address product issues and support product trials.
    · Documentation involving product site layouts, trip reports, closure of trouble tickets, updating informational database.
    · Additionally support ongoing product efforts, including troubleshooting, supporting and signing off on early product releases, de-bugging, continue to build and improve the product database, address process improvement and control and provide feedback information to the product development team.


    EXPERIENCE/SKILLS REQUIRED:

    The ideal candidate will have strong technical, problem-solving, and interpersonal skills to promote and support the sale of our breakthrough technologies.

    · At least five years of experience in a technical sales or customer support environment, in an industry such as communications, telecom, networking.
    · At least two years experience managing a field support group of technicians.
    · Knowledge of configuring and working with IP (internet protocol) systems, with products such as routers, etc.
    · Experience with Linux; all The Company systems are currently on Linux.
    · Experience developing or supporting software products or systems related to the traffic/transportation industry or industry familiarity is a plus.
    · Experience deploying RF systems desired.
    · Experience selling to municipalities or other government entities is a plus.

    PERSONAL ATTRIBUTES:

    Strong command of the English language.
    Excellent overall communication skills, both verbal and written.
    Ability to work independently and report status of projects.
    Experience working in a team-based project environment, but also able to work independently.
    Strong interpersonal and problem-solving skills.
    Professional demeanor and attitude.

    EDUCATION:
    BS in Electrical Engineering

    REWARDS:
    This is an opportunity to be on the ground floor of an exciting technology with a widespread application potential. Join a talented team and who works well together. Additionally, The Company offers a competitive salary, 401k retirement plan, medical benefits, disability insurance and stock options.


    CONTACT INFORMATION:
    To be considered for this opportunity, please email your resume (in Word format only; no PDF please), cover letter and salary history to: (please put job title in the subject line of your email)
    LOCAL CANDIDATES ONLY PLEASE; NO RELOCATION PROVIDED.

    Lisa K. Locke
    Locke and KEY Executive Search
    Phone: 510-533-2005
    Fax: 510-533-2055
    Email: lklocke@lockeandkey.com
    Website: http://www.lockeandkey.com/