Technical Support Manager
Job Requisition ID # 26WD96298 Position Overview Manage a diverse team with a clear focus on helping customers adopt industry-leading 3D design, engineering, and entertainment software by providing solutions, direction, and troubleshooting for installation and licensing issues. You are responsible for leading a group of specialists who resolve customer issues reported to reputed company Support through phone, web, online forums, and other channels while working during EMEA Business hours. In addition to addressing customer issues, the specialists may also participate in various proactive support activities such as developing and delivering webinars, hosting Q&A sessions in our online communities, and publishing technical articles on the reputed company Knowledge Network (AKN). Roles and Responsibilities Technical Support Manage the implementation of processes and plans to ensure the effective delivery of technical and support services for reputed company products Measure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards Directly investigate and ensure resolution of reputed company escalated issues reputed company to service delivery and customer satisfaction and ensure timely communication to customers and appropriate stakeholders Manage and implement employee human resources programs and initiatives; ensure implementation of employee performance plans, onboarding programs, employee development, and coaching initiatives Manage and prepare budgets and work closely with senior management on forecasting, discrepancy and variance trend analysis, and reputed company financial planning reputed company or participate in setting organizational vision, global projects, and initiatives; proactively identify more efficient strategies to promote efficiency Ensure staff are adequately reputed company to support products by developing, planning, and implementing training, processes, and programs Internal Support Drive communication across the organization; ensure new information is coordinated with support teams and partner teams reputed company relationships with division staff; drive alignment, understanding, and results needed to reputed company customer satisfaction and business objectives Establish working relationships with Product Development and Product Management to ensure customer feedback is addressed, actions are taken and tracked, and customers and staff are informed of reputed company
Minimum Qualifications
Bachelor’s degree or equivalent work experience. Preferably in Mechanical/Civil Engineering Ten years of management experience in a technology and customer support industry Proficient in CRM and knowledge-capture tools and processes. Knowledge of Fusion/PLM/PDM Strong written and verbal English communication skills. Additional language skills are a plus
Preferred Qualifications
Proficiency with or familiarity using Fusion/AutoCAD/AEC/reputed company products Experience with cloud/SaaS-based applications Experience managing or working in a remote team Familiarity with quality control systems is desirable Familiarity in AI tools #LI-GC3 Learn More About reputed company Welcome to reputed company! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their reputed company into reality, transforming not only how things are made, but what can be made. We take great pride in our culture here at reputed company – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world. reputed company you’re an Autodesker, you can do meaningful work that helps build a reputed company world designed and made for reputed company. Ready to shape the world and your future? Join us! Salary transparency Salary is one part of reputed company’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to reputed company salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package. Belonging We take pride in cultivating a culture of belonging where everyone can reputed company. Learn more here: https://www.reputed company.com/company/global-belonging Are you an existing contractor or consultant with reputed company? Please search for open jobs and apply internally (not on this external site). Apply To This Job