Senior Manager Technical Support,

MX-Colonia Granjas Mexico
Job ID
37576
Function
Customer Support

Overview

Leads the work of managers, supervisors and professionals engaged in resolving problems with customers via telephone, email or chat sessions using full technical product knowledge and interpersonal skills. Supports the effective operation of the Technical Support Team.

Responsibilities

  • Executes and enables strategic policies and establishes and assures adherence to managing costs and supporting the development of staff and processes.
  • Establishes operational objectives and work plans and manages the activities and exercises full supervision of a large team or multiple smaller teams with responsibilities for driving results. Owns all talent acquisition to support the team’s success.
  • Works directly with business stakeholders to handle and resolve critical and complex escalations from all points of contact, including customer, partner and internal parts of the organization. Acts as an escalation point to analyze and interpret customer concerns.
  • Analyzes and reports metrics to identify key needs within the technical customer support organization to maintain the support provided.
  • Establishes operational objectives provides direction to subordinate managers in the application of process, procedures, and troubleshooting /repair of complex instruments or testing equipment.
  • Ensures resources maintain compliance with quality process and standards.
  • Establishes and maintains lines of communication with engineering and software development on design, reliability and maintenance issues; reports trends, identifies urgent crises and recommends solutions to complex issues.
  • Manages and champions trainings to improve technical knowledge of the support team; ensures technicians are properly trained and able to provide accurate and responsive solutions.
  • Estimates timeframes for complex projects and oversee the completion of assignments within specified time, quality, and cost parameters.
  • Develops and executes strategy for process improvement and verification activities; develops and applies technical and quality improvement techniques.
  • Demonstrates excellent customer service, communication and problem solving skills.

Qualifications

  • Advanced Degree
  • Minimum 12 years’ experience including minimum 2 years management experience
  • Background in technical support preferred
  • Fluent level of English (written and verbal) as well as local language as applicable
  • Advanced level skills in Microsoft business applications including Word, Excel and Outlook
  • Customer service values / orientation
  • Advanced knowledge of the region and / product lines supported
  • Strong leadership skills coupled with a desire and ability for continuous learning / self-development
  • Role model level professional work behaviors (attendance, teamwork, time management)
  • Strong communication skills (listening, providing clearn and concise infromation, using propoer language and grammer)
  • Intermediate to advanced presnetation skills
  • Sound reasoning and decision-making ability; strong analytical skills

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