Job Overview
We are seeking a seasoned Support Engineering Manager to lead our professional support team. In this role, you will be responsible for managing the performance and development of your team, as well as ensuring that customer cases are responded to in a timely and professional manner.
The ideal candidate will have strong leadership skills, excellent communication abilities, and a proven track record of success in managing high-performing teams.
Key Responsibilities:
* Team Management: Lead a team of support engineers, providing guidance and direction to ensure the delivery of exceptional customer service.
* Operational Control: Develop and implement processes to improve the efficiency and effectiveness of the support team, including shift scheduling and key performance indicator (KPI) management.
* Customer Escalations: Act as the primary point of contact for customer escalations, ensuring that issues are addressed promptly and professionally.
* Performance Monitoring: Monitor and report on team performance, identifying areas for improvement and developing strategies to address them.
* Knowledge Sharing: Contribute to the development of knowledge-sharing practices within the team, ensuring that best practices are documented and shared with all team members.
* Process Improvement: Continuously evaluate and improve processes and procedures to ensure the delivery of exceptional customer service.
* Talent Development: Identify, develop, and train talent to meet business requirements and drive growth.