Global Technical Support Manager

Description

Global technical support manager is responsible and accountable for leading a global team of technical support engineers

• Responsible to ensure that the team is aware of the health and safety risks as well as sustainability enhancements in the work environment
• Ensure that all subordinates have the expertise required to perform their job and achieve development at work, but also the expertise to prevent the risk of illness and accidents at work
• Ensure that the global technical support teams are adequately staffed
• Responsible to maintain and increase the productivity of the team
• Accountable and responsible for the KPIs set for the global technical support teams
• Responsible to introduce, align and implement short-term and long-term strategies set up by his/her management within the team
• Ensures close collaboration between R&D and the technical support team to better serve the customers
• Ensures that technical support team is involved in last phase of Product development to learn about new products and its features
• Responsible to ensure that Salesforce is used as a common tool for technical support queries globally
• Coordinates and leads technical support with the HBUs
• Manages that the information between R&D, Support line, Product managers and customer / countries is collected and distributed about the product cases
• Ensures that the team manages the knowledge base for Products in responsibility areas
• Member of and contributor to core team of distribution automation solutions (DAS)
• Representing service & support aspects in development streams (gate process)
• Collaboration with HUB’s service and operation units to ensure quality and on-time delivery of projects
• Supporting GPG and HUB’s marketing and sales teams providing technical offers and conducting PoC’s
• Responsible for planning and conducting product trainings in virtual and presence mode
• Ensure high quality and on-time resolution for customer complains (CCRP’s)
• Support after sales team providing warranty & repair services to customers

Required skills, experience and competency

• Technical background and education M Sc level. BSc or MSc degree in Electrical engineering, Telecommunication, Computer Science, or similar area
• Reasonable knowledge about RTU products, also a merit to know about wireless products
• Solid experience in customer support services
• Work experience in international business and matrix organizations
• 3-5 yrs of management experience for local and virtual teams
• Excellent English language skills. German language is advantageous