Customer Support Manager
This Management level position will be an integral part of the Global Support team and includes responsibility for remote hardware, software, and solution support and when appropriate on-site support.
This role plays a key part in implementing and maintaining best practice service standards to maximize customer satisfaction. This role is responsible for coaching and managing a team of people.
A key focus of this role is to develop and leverage strong partnerships with the Global Management Team, Global Support Centre team as well as key stakeholders in services, sales, marketing and manufacturing to deliver world class service and support, improve product serviceability and processes to continue to improve product quality and enhance customer satisfaction.
·Work as part of the Global Support management team delivering world class service and support and meets (and exceeds) organizational targets in Customer Satisfaction, Case Resolution, Response SLA’s etc.
·Collaborates with other members of Global and regional services and Support management team to resolve issues, identify opportunities for improvement, resolve joint staffing issues and/or identify opportunities for increased efficiency.
·Collaborate with Customer Service and Support(field support organization), Global Support Operations and Global Services to define competitive service programs that meet organizational goals and market needs.
·Drives employee engagement, provides clarity for staff on objectives and how those objectives can be achieved; ensure all service communications are coordinated and support service goals.
·Provides effective coaching and feedback to direct (and indirect) reports to achieve and exceed their objectives and ensures those objectives are consistent with the organization.
·Reports the performance indicators for area of responsibility to leaders. Provides recommendations for improving organizational/personnel performance.
·Ensures the efficient and cost effective utilization of resources. Manage resources to ensure consistent global coverage.
·Drive individual and team performance, coaching, mentoring, training, recognition and reward. Create a positive workplace environment and implement programs to drive positive employee morale.
·Minimum of 10 years of service and support related experience in an IT product organisation with at least 5 years in a management role.
·Minimum 10 years’ experience with service P & L.
·Strong matrix management skills with internal and external stake holders, and recognized as an influential leader who inspires trust and collaboration.
·Understands the need for and embraces change, effectively planning, preparing and leading change.
·Proven record of successful staff management of a multicultural team
·Outstanding interpersonal communication skills with a proven track record communicating with all levels of the organization.
·Proven ability to develop and govern service, support and partner agreements.