Manager, WW Technical Support & Services

Our vision is to transform how the world uses information to enrich life for all.

Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communicate and advance faster than ever.

As the WW Technical Support & Services Manager, you will oversee service delivery and clearly communicate expectations regarding customer engagement, product support, compliance, policies, procedures, known best practices, and change management, and monitor for adoption. You will gather, categorize, and distribute a collection of insights and deep analysis results on product use and customer needs and behaviors to influence improvements and drive innovation.

The WW Technical Support & Services Manager will drive effective self-service options to help support customers wherever and whenever they choose to engage!

Primary Responsibilities, include but not limited to: 

• Clearly define best-in-class service level & quality targets and meet/exceed service level targets in all channels of support. Ensure weekly, monthly, quarterly and annual reporting 

• Drive improvements in the accessibility, speed, and quality of assisted and self service  

• Partner with key collaborators to enable our customer to get the most out of our products and services 

• Quickly and effectively assist customers through multiple channels to de-escalate issues  

• Manage BPO relationships. Negotiate and ensure alignment to contract agreements 

• Accountable for ensuring global support agents are properly trained to represent and advocate for our brand(s) and perform tasks efficiently and within compliance  

• Drive the development of expert product knowledge and deep technical support skills within the global support teams; Ensure technical service delivery readiness for new products and drive solutions for field issues 

• Advocate for practices that ensure a positive brand reputation throughout the digital, self-help and assisted customer journeys 

• Drive innovation and ensure we maintain a desirable differentiation from the competition 

• Ensure reliable and actionable data is gathered from the field 

• Take ownership of product experience feedback loop. Manage effective fix and real-world product user testing and report on results. Partner with collaborators to facilitate problem-solving. 

• Identify and define forward-looking customer support goals and action plans and align to company strategic objectives  

• Create, review, and publish product use articles/FAQs for technical accuracy, consistency, and user’s point of view 

• Oversee the creation and delivery of product onboarding/launches and assess technical performance and risks throughout the lifecycle 

• Partner with customers on implementing positive user experiences with product related tools 

QUALIFICATIONS 

• Degree in computer related field or equivalent experience in product technical support  

• Contact center environment experience is a plus 

• Excellent written and verbal communication skills, including service recovery skills 

• Excellent attention to detail 

• Strong PC and Mac skills (hardware, software, and operating systems).  Must know PC and Mac components from both a macro and micro perspective. Must understand nuances of different internal components and their effect on the system as a whole 

• Knowledge of the storage and memory market 

• People leader, influencer and developer  

• Self-motivated and ability to successfully work in a fast-paced environment 

• Strong sensitivity to customers’ needs  

• Innovator, solutions oriented, and results driven 

• Ability to travel internationally, as needed 

As a world leader in the semiconductor industry, Micron is dedicated to your personal wellbeing and professional growth. Micron benefits are designed to help you stay well, provide peace of mind and help you prepare for the future.  We offer a choice of medical, dental and vision plans in all locations enabling team members to select the plans that best meet their family healthcare needs and budget.  Micron also provides benefit programs that help protect your income if you are unable to work due to illness or injury, and paid family leave.  Additionally, Micron benefits include a robust paid time-off program and paid holidays.  For additional information regarding the Benefit programs available, please see the Benefits Guide posted on