· Lead and direct front-line customer support engineers in all regions
· Get involved for solving technical issues on the field
· Organize and motivate team members in their day-to-day work.
· Work with cross functional teams including colleagues from design, production, quality, sales, and product engineering to improve customer satisfaction
· Ensure high quality feedback to the product engineering head for product improvements
· Manage, collate, and share data related to field issues and customer complaints
· Communicate any trends in product and customer behavior to senior management and handle escalations
· Work with senior management to define and enforce strategies and team goals
· Regular visits to regions to evaluate field service quality
· Conduct one-on-ones with direct reports
Preferably with experience in customer support to the print/versatile packaging vertical