Manager, Technical Support
4 weeks ago
Title: Manager, Technical Support
Location:Cork, Munster, IE, T23 PPT8
Requisition ID: 127042Position Overview
We are seeking a passionate and experienced Technical Support Manager to join our EMEA technical support team. The ideal candidate will bring 3-5 years of technical support management experience, a strong operational understanding, and a drive to foster change and develop people. This role demands an ability to coach for performance, manage escalations, and excel in a fast-paced environment while maintaining exceptional customer communication and soft skills.
Key Responsibilities:
Operational Excellence: Oversee daily operations of the EMEA technical support team, ensuring efficient and effective resolution of customer issues. Change Leadership: Drive continuous improvement initiatives and implement changes to enhance support processes and customer satisfaction. People Development: Mentor, coach, and develop team members to achieve their full potential and foster a collaborative, high-performing team culture. Performance Coaching: Provide regular feedback and coaching to team members to improve performance and achieve team goals. Customer Communication: Maintain a customer-centric approach, ensuring timely and high-quality support for all customer inquiries and technical issues, with a focus on clear and effective communication. Escalation Management: Handle complex and high-priority customer escalations, ensuring prompt and satisfactory resolution. Cross-functional Collaboration: Work closely with engineering, sales, and product management teams to address customer needs and provide feedback for product enhancements. Performance Monitoring: Track and analyze team performance metrics, identifying areas for improvement and implementing corrective actions as needed.Experience:
3-5 years of experience in technical support management, preferably within the technology or cloud industry. Operational Understanding: Strong understanding of technical support operations, including incident management, problem resolution, and customer service best practices. Change Advocate: Proven ability to drive change and implement process improvements in a dynamic environment. Leadership: Exceptional people management skills, with a track record of developing and motivating teams. Performance Coaching: Demonstrated ability to coach for performance and provide constructive feedback. Communication: Excellent verbal and written communication skills, with a proven record of effective customer communication and soft skills. Escalation Management: Experience in managing and resolving customer escalations effectively. Problem-Solving: Strong analytical and problem-solving abilities, with a focus on delivering practical and efficient solutions. Adaptability: Ability to work effectively in a fast-paced environment, managing multiple priorities and adapting to changing demands. Customer Orientation: A deep commitment to providing outstanding customer service and building strong customer relationships.If you are a dynamic and inspiring Technical Support Manager with a passion for operational excellence, people development, and customer communication, we encourage you to apply and join our EMEA technical support team at NetApp.
Please submit your resume and a cover letter detailing your relevant experience and why you are a great fit for this role.
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