ISG Worldwide Client Care & Product Engineering Executive Director

ISG Worldwide Client Care & Product Engineering Executive Director

Position overview : The executive is to lead a worldwide team dedicated to delivering best-in-class technical resolution and customer care for our ISG portfolio, including servers, storage, software, networking, and related solutions. This executive will serve as the key interface with our customers on critical escalations, ensuring timely issue resolution, while also driving systemic improvements across the product lifecycle to elevate quality, reliability, and customer experiences.

Key responsibilities :

Customer Engagement & Escalation Management

Serve as the senior technical executive for escalated customer issues, directly engaging with customers to restore confidence and ensure rapid resolution

Represent the 'voice of the customer' internally, advocating for their needs across all involved functions

Build trusted executive-level relationships with customers worldwide

Customer Issues Resolution Leadership

Lead a global product engineering level 3 support and client care team, responsible for troubleshooting and resolving complex technical issues

Drive cross-functional collaboration with Development, Quality, Supply Chain, Sales, Services teams, and vendors to accelerate RCA and corrective actions

Establish clear processes and governance to ensure timely closure of escalations

Continuous Improvement

Champion long-term product quality, serviceability, reliability, and design improvements based on customer feedback and field data

Identify systemic issues across the entire value chain and lead initiatives and lessons learned activity to prevent recurrence

Partner with Product Management, Sales, Quality, Supply Chain, and Development to influence operational process, future product design, and Go To Market improvement

Strategic Leadership

Define and execute the vision for global product engineering and client care excellence

Mentor, develop, and maintain a high-performing team culture across geographies

Measure, monitor, and report on escalation trends, customer satisfaction, and product quality improvement

Basic Qualifications :

Bachelor's degree in Engineering, Computer Science, or a related technical field; Master's degree or MBA preferred.

15+ years of experience in product engineering, technical support, or similar within the enterprise IT or infrastructure solutions industry.

Proven track record of leading global, cross-functional engineering or support organizations in a high-tech environment.

Deep understanding of enterprise infrastructure technologies including servers, storage, networking, and software solutions.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.