Technical Support Manager
Job Description
Typically provides direct supervision for up to 20 Remote Support Engineers responsible for providing post sales technical support to both field support personnel and customers in a specified area. Monitors operations and provides direction and training as required; may perform ongoing technical tasks associated with the organizational unit. Responsible for all personnel actions such as hiring, salary and performance reviews, corrective actions, etc. May have responsibility for revenue generation through sales of software/support services, consulting and/or add-on applications. Works with limited guidance on projects within defined criteria. Provides resolutions to a diverse range of complex problems.
Scope of Responsibility includes:
? Lead a Technical Support Team with up to 20 remote support engineers in GSS Product Support organization.
? Operational excellence for GPS Technical Support.
? Ensure that Key Performance Indicator meet or exceed target.
? Technical Support resources readiness, to enable smooth product introduction.
? Achieve best CSAT target.
? Ensure Customer Service Entitlement.
? Ensure Alignment of Technical Support with Global Process recommendation.
? Drive employee engagement.
? Drive initiatives for CoE.
? Proactively manage relationship and communication with key stakeholders.
? Manage customer escalations for all Avaya customers.
Qualifications:
? At least 5 years experience in managing Enterprise Technical Support, with proven track record.
? Excellent verbal and written communication skills (English and Japanese), good customer interface skills.
? Strong telecom background and knowledge of the Enterprise network product portfolio.
? Cohesive Team Building /Collaboration skills.
? Customer-orientated with passion. Self motivated.
? Works well under pressure and in crisis situations.
? Strong communication skill and management experience.
? Global Operations process knowledge.
? Strong tactical and analytical skills.
? Bachelor degree is a minimum. Experience with Avaya Products is preferred.