Sr Support Manager - Automation

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Job Description:

Product Support Manager

Job Overview

This position is responsible for managing the implementation of business objectives for a global support team with a focus on a the Automation product portfolio; to expedite the successful resolution of external and internal customer support issues and escalations to maintain customer satisfaction and enable adoption.  This position is also responsible for the professional development of a team of direct reports to increase overall job satisfaction and employee performance. 

Key Responsibilities

• Global responsibility for the AOD Automation product portfolio.  Analyze global team performance metrics and customer feedback to identify support improvement opportunities.

• Support representative to R&D leadership ensuring alignment on key initiatives, working directly with product development management on product quality improvements; planning and implementing changes to drive quality and customer satisfaction.

• Manage the resolution of escalated product technical issues.

• Review workload/skill requirements for the global team and perform gap reduction/workload distribution management.

• Measure individual and team performance against goals and present to leadership during operational reviews.

• Frequently interact with functional peers to address issues and improve business operations 

• Regional responsibility for direct management of product-aligned teams ensuring performance and productivity, and matrix responsibility for a global product-aligned team.

• Ensure professional development of the team.

• Reduce case volume by leveraging Knowledge Centered Service (KCS) best practices and ensuring team contributes to community success.

• Make hiring, termination, and compensation decisions. 

• Perform Goal Setting and Performance Management, including measurement and appraisal of employees, as well as promotion recommendations. 

• Ensure the integration, reuse, and improvement of self-service materials are integrated into the problem-solving process. Looks for new methods to eliminate cases using KCS best practices. 

• Determine after-hours work schedules to ensure weekend Severity 1/escalation coverage. Participate in Manager on Call weekend rotations.

• Review regional team’s support surveys, thank customers for positive surveys, contact customers who have provided negative surveys to determine and address the root cause.

• Address customer concerns brought to our attention by customers or Regional Support Managers by engaging the appropriate personnel to resolve.

• Ensure the health and safety of the workforce.

Typical Role Definition

Senior managerial staff. Manages a Product Support department within the company, accountable for the following activities: 

• Leads team to meet the operating objectives of the company and department. 

• Collaborates with Sustaining Engineering (L2), Development, Product Management, Regional Support Managers, Customer Adoption Managers and Escalation Team to ensure success. 

• Mentors and develops the team. 

• Implements common policies/procedures aligned with the Product Support business area.  

• Analyzes and challenges current working methods to create improvements in processes and results. 

• Resolves complex problems based on data analysis and lean six sigma theories. 

• Applies the latest technical support/company tools, principles, theories, procedures, and concepts. 

• Works with minimal supervision. 

• Leads and/or contributes to high-level projects that have an impact on the company’s future direction.  

• Uses Reward and Recognition Programs to keep employees engaged, motivated and satisfied.

• Performs resource management b