Technical Support Manager

<h2>Position Overview</h2> <p><span><span>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.</span></span></p> <h2>Key Responsibilities:</h2> <ul> <li><span><span><b>Operational Excellence</b>: Oversee daily operations of the EMEA technical support team, ensuring efficient and effective resolution of customer issues.</span></span></li> <li><span><span><b>Change Leadership</b>: Drive continuous improvement initiatives and implement changes to enhance support processes and customer satisfaction.</span></span></li> <li><span><span><b>People Development</b>: Mentor, coach, and develop team members to achieve their full potential and foster a collaborative, high-performing team culture.</span></span></li> <li><span><span><b>Performance Coaching</b>: Provide regular feedback and coaching to team members to improve performance and achieve team goals.</span></span></li> <li><span><span><b>Customer Communication</b>: 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.</span></span></li> <li><span><span><b>Escalation Management</b>: Handle complex and high-priority customer escalations, ensuring prompt and satisfactory resolution.</span></span></li> <li><span><span><b>Cross-functional Collaboration</b>: Work closely with engineering, sales, and product management teams to address customer needs and provide feedback for product enhancements.</span></span></li> <li><span><span><b>Performance Monitoring</b>: Track and analyze team performance metrics, identifying areas for improvement and implementing corrective actions as needed.</span></span></li> </ul> <h2>Experience:</h2> <ul> <li><span><span>3-5 years of experience in technical support management, preferably within the technology or cloud industry.</span></span></li> <li><span><span><b>Operational Understanding</b>: Strong understanding of technical support operations, including incident management, problem resolution, and customer service best practices.</span></span></li> <li><span><span><b>Change Advocate</b>: Proven ability to drive change and implement process improvements in a dynamic environment.</span></span></li> <li><span><span><b>Leadership</b>: Exceptional people management skills, with a track record of developing and motivating teams.</span></span></li> <li><span><span><b>Performance Coaching</b>: Demonstrated ability to coach for performance and provide constructive feedback.</span></span></li> <li><span><span><b>Communication</b>: Excellent verbal and written communication skills, with a proven record of effective customer communication and soft skills.</span></span></li> <li><span><span><b>Escalation Management</b>: Experience in managing and resolving customer escalations effectively.</span></span></li> <li><span><span><b>Problem-Solving</b>: Strong analytical and problem-solving abilities, with a focus on delivering practical and efficient solutions.</span></span></li> <li><span><span><b>Adaptability</b>: Ability to work effectively in a fast-paced environment, managing multiple priorities and adapting to changing demands.</span></span></li> <li><span><span><b>Customer Orientation</b>: A deep commitment to providing outstanding customer service and building strong customer relationships.</span></span></li> </ul> <p> </p> <p> </p> <p><span><span>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.</span></span></p> <p><span><span>Please submit your resume and a cover letter detailing your relevant experience and why you are a great fit for this role.</span></span></p> <p> </p> <p><span><span>#LI-DNI</span></span></p>