Sr. Director, Field Application Engineering (Job ID 12104)

In this highly-technical position, the Director of Customer Support will be responsible for providing best-in-class pre- and post-sales coordination and support to tier-one customers and the international sales and field apps engineering teams to ensure total customer satisfaction.

The DCS will manage and mentor a team of Customer Program Managers assigned to key sales regions for program managing the implementation of MotionTracking solutions and provide ongoing support to customers and the sales team. The DCS will facilitate communication within lnvenSense across lnt'l Sales offices, Engineering, Operations and Product Marketing, and will work to identify customer requirements and address gaps that exist to deliver to those requirements. The DCS will span all customer program elements to identify and anticipate issues and opportunities with the objective of closing all customer issues.

Responsibilities:

  • Internal ownership of all customer requirements
  • Coordinate with sales and FAE teams to communicate directly with customers to manage expectations and ensure commitments
  • Work with engineering and product marketing to clarify roadmap and define deliverables to support the customer and sales teams.
  • Work closely with technical teams to resolve technical issues.
  • Work with operations to define customer specific supply chain communication and solutions
  • Assist support in defining priority of open customer cases
  • Work to assign necessary and appropriate resources to deliver on customer projects
  • Translate customer requirements into specific tasks for all functional areas and proactively capture, track and drive all issues to closure
  • Communicate issue status to customer and all relevant internal teams. Regularly communicate customer status and key issues to management.
  • Correctly represent the urgency of issues and escalate issues appropriately
  • Help define reporting and systems required to generate necessary information relevant to sales teams and customers

Requirements:

  • Minimum B.S. (M.S. preferred) in electrical engineering or other related engineering field is required or equivalent work background and experience
  • 10+ years proven history of Program Management of System Products (software and hardware) related to Consumer Devices
  • Familiarity with analog and mixed signal devices
  • 7+ years' experience as a Field Application Engineer for a semiconductor company

To apply or learn more about this position, contact Human Resources. Please add the job title and job ID into the subject line for your e-mail.

Intelligent Sensor Solutions