David Waters
Director of Technical Services
- Role
- Director of Technical Services at Kontron Americas
- Location
- Chula Vista, CA, US
- LinkedIn followers
- 500 followers
About David Waters
Experienced Director of Customer Service with over 15+ years of management experience.My past work experience has shaped me into an employee with diligence, integrity, and perseverance. I have a proven track record of improving employee satisfaction and product knowledge directly resulting in an increase in customer satisfaction. I have experience managing mid-sized (25+ agent) customer service/technical support teams. I am confident that my experience, leadership, and dedication to my team and customers will produce results for your company.I\'ve managed Customer Service, Technical Support, Field Service, Installation/Training, Repair Centers, Operations, Returns/RMA and Sales teams throughout my career. I have a great span-of-control and can easily manage multiple departments within an organization.A few of my qualifications and accomplishments include: •Certified Product Support Call Center Director with MBA and BS in information technology •Certificate in Human Resources Management and Computer Electronics•Experience working in a start-up environment and rapidly scaling department•Superior customer service commitment to provide first class support resulting in improved customer satisfaction survey scores and reduced call times •Management skills involved in strategic planning, human resources, production, and leadership •Ability to develop individual contributors and coach them for additional responsibilities and promotions
Experience
Director of Technical Services
Mar 2023 — Present · San Diego, CA, US
I am responsible for the following teams- Customer Service Team- Repair Center Team- RMA DepartmentKontron is a global leader in IoT/Embedded Computing Technology (ECT). Kontron offers individual solutions in the areas of Internet of Things (IoT) and industry 4.0 through a combined portfolio of hardware, software and services. Some of the industries we serve are automation, avionics, communication, defense, energy, infotainment, medical and transportation.
Education
Network + Technician
2008
A+ IT Technician
2008
MBA
National University
2004 — 2005
B.S. Information Technology
National University, 2000 - 2003
Certificate, Certified Support Center Director
HDI (Help Desk Institute), 2007 - 2007
Certificate, Computer Electronics Technology
Coleman College
Certificate, Human Resource Management
Certificate, National University
Skills
- Process Improvement
- Team Building
- Management
- Networking
- Security
- Enterprise Software
- Saas
- Strategic Partnerships
- Wireless
- Customer Relationship Management (Crm)
- Call Centers
- Hardware
- Solution Selling
- Operations Management
- Team Leadership
- Troubleshooting
- Service Management
- Crm
- Dns
- Integration
- Program Management
- Leadership
- Vendor Management
- Account Management
- Telecommunications
- Product Marketing
- Customer Satisfaction
- Training
- Salesforce.com
- Virtualization
- Cross-Functional Team Leadership
- Sales Process
- Operating Systems
- Sales Operations
- Customer Service
- Project Management
- Product Management
- Customer Support
- Technical Support
- IT Strategy
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