Global Technical Support & Customer Success Director

ABOUT THE COMPANY:

Hydranautics is a part of the Nitto Group of companies and a global leader in the field of integrated membrane solutions which includes reverse osmosis, nanofiltration, ultrafiltration and microfiltration for water, wastewater and process treatment and applications. Currently used on seven continents throughout the world for diverse applications such as seawater desalination, industrial high-purity water, surface water treatment, wastewater treatment and specialty process applications.

Here at Hydranautics, we believe that diversity is key to our competitive advantage. All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, ancestry, sex, sexual orientation, age, disability, marital status, domestic partner status or medical condition. We are proud to be a Drug-free, E-Verify and EEO employer.

We are proud to offer a generous compensation and robust benefits package to include medical, dental, vision, life insurance plans, F.S.A. and H.S.A plans, Retirement plans (401k and ROTH), (12) Paid company holidays, generous PTO, tuition reimbursement and career development, Employee Assistance Plan, Pet Insurance, Home, and Auto insurance and more. This is a hybrid position in our Oceanside, CA office.

ABOUT THE POSITION:

Under strategic leadership, evaluate, recommend, plan, and execute the global applications technology and technical support business segment of the organization in collaboration with upper management to meet business strategies. Oversee and lead our global customer success initiatives and support and develop regional technical support teams to ensure on time successful implementations of and resolution to technical customer issues. Partner with staff to expand and grow the business opportunities, including leadership, guidance, training, and day-to-day direction. Lead global teams on new strategic business growth areas, generate value outcomes, customer satisfaction, and product innovation. Serve as the key contact for the Global Membrane Division technology.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Writes, presents, and publishes technical papers. Attends conferences, present papers, and networks with membrane field experts to promote Nitto technologies. Stays updated with industry trends and technological advancements to provide valuable inputs for product roadmap development.
• Reports on the market needs based on evaluation of new products and services within the industry to ensure market share with company's competitors.
• Represents Global Membrane division to various outside groups and organizations to promote our brand and technology.
• Manages technical support services to provided needed on-site resources around the world for site prep, commissioning, and trouble-shooting efforts.
• Other duties as assigned.
• Performs contract review for technical aspects of new projects.
• Champions the Application Technology and Process Separation products in the testing of new spiral products and improvement of existing products, including the releasing of new products with technical documentation, training for the Sales & Marketing staff and evaluation of customer's membrane systems.
• Manages the development and maintenance of our IMSDesign software.
• Develops guidelines for warranties and safety factors based on historical performance analysis of our products, reviews and approves warranty drafts prepared by regional technical staff.
• Prepares input for Tech Dept annual budget for staff and operating expenses, accountable for the fiscal operation of the areas of control.
• Supports Risk Committee to judge risk for projects being considered.
• Leads global teams to develop new application technology and develop new markets.

QUALIFICATIONS, SKILLS, EXPERIENCE:

• Master of Science in Chemical Engineering, Environmental Engineering or related field, a plus.
• Advanced understanding of Reverse Osmosis, Nanofiltration, and Ultrafiltration processes and products.
• Advanced knowledge of plant processes, RO, NF and UF with practical application to the field.
• Read, understand, and generate P&ID and PFD drawings.
• Advanced working knowledge of water chemistry concepts, fluid flow and water pressure as well as analytical method and technical writing.
• 10 years of experience managing a group of technical staff.
• Proven experience in customer success management and technical support roles, preferably in a global environment.
• Travel for extended periods and work with a flexible schedule.
• Bachelor of Science in Chemical Engineering, Environmental Engineering, or related field; and, 20 years' experience with minimum 10 years' experience in the water treatment industry; or an equivalent combination of education and experience.
• Proactive and customer-centric approach, with a strong focus on delivering value and exceeding customer expectations.