Technical Support Group Manager
NI (National Instruments)
Heredia, Costa Rica
hace 3 días

Job Description

The Technical Support Manager oversees the talented Technical Support Engineers (TSE) & Technical Support Representatives (TSRs).

Through deep knowledge of NI’s products, platforms and systems, TSEs / TSRs anticipate technical needs to help customers maintain or accelerate their development schedule, building customer loyalty and NI’s reputation as a trusted technical partner.

The Technical Support Manager will play a critical role in building out and evolving the capabilities of the technical support organization. Grow your career by :

  • Coaching, developing, and engaging technical engineers to demonstrate best-in-class customer engagements.
  • Demonstrate leadership by setting a clear vision and building individual and team competence for the Technical Support roles.
  • Enhancing your ability to think strategically and solve challenging business problems as the Americas Support organization evolves.
  • Key Responsibilities

  • Manage and lead a team of TSEs / TSRs to create measurable team success in achieving customer support objectives
  • Coach and develop team members according to department learning and development objectives, elevating the bar as the Support organization evolves
  • Enable regional growth by partnering with Americas leaders and coordinating measurable department initiatives
  • Develop and deliver performance reviews, making compensation recommendations
  • Actively recruit new and experience Technical Support talent
  • Plan future staffing allocation to fulfill business demand, working collaboratively with counterparts in other regions
  • Partner with Sales and Support leaders to formulate support strategy for TSE / TSR involvement with new products, large opportunities, and key accounts in the region
  • Represent the Technical Support Function on regional and global projects to help create and align the Technical Support organization.
  • Coach and develop team members on the implementation of Knowledge Centered Service (KCS) best practices
  • Manage and / or execute prioritized customer engagements
  • Support monetization of Technical Support Services via PPSA / TCSA
  • Key Performance Objectives

  • Deliver best-in-class technical support to NI customers as measured by customer effort and other key performance indicators
  • Retain key employees and grow team of TSEs / TSRs
  • Deliver on key transformation initiatives aligned with the Support vision.
  • Basic Qualifications

  • One-year supervisory experience in a Technical Support department or equivalent
  • Customer centric attitude and mindset
  • Foundational understanding of Talent Management processes
  • Demonstrated effectiveness at developing, managing, and coaching people
  • Strong critical thinker, effective at quickly solving customer service issues
  • Ability to plan and organize on a 6-month time horizon
  • Effective communication in one-on-one, team, and group settings
  • Preferred Qualifications

  • Cursory understanding of Talent Acquisition and Development best practices
  • Builds high-trust relationships with team members and across organization
  • Skilled change agent, connecting people to vision and involving them effectively
  • Self-starter and can execute on multiple concurrent priorities
  • Two years Management experience in a Technical Support department
  • Two years using NI products / platforms
  • Why NI?

    There are many reasons to consider joining a company. Key among them are the people, the ideas, and the technology. At NI, we believe in the power and potential of connecting the three to create a path to success.

    We’re looking for curious and creative problem solvers who value diversity and fresh perspectives, are bold and kind, and willing to take chances.

    What did you want to be when you grew up? Did you want to program robots? Build flying cars? Leave the world better than you found it?

    At NI, we build on the big ideas of big dreamers to make their visions a reality.

    With our tailored, software-connected approach, we support our customers through all phases of the product development cycle.

    From 5G and medical innovations to autonomous driving and the future of space travel, we help our customers Engineer Ambitiously every day.

    We’ve long been globally recognized as a top employer. Our compensation and benefits are very competitive, as are our modern workspaces, career development and mobility opportunities, and a culture that fosters belonging and emphasizes community giving.

    We encourage our teammates to challenge the status quo and collaborate with one another to build innovative solutions.

    No matter your career path, we’re here for you, for each other, and for the next generation of innovators who think bigger, aim higher, and go faster.

    Are you up for the challenge of helping shape humanity for the next 100 years? If so, let’s get started, and let’s Engineer Ambitiously together.

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    Is having a diverse range of work to tackle in a given day a must-have in your career? If so, join our team and help NI’s customers achieve long-term success!

  • Are you excited by helping fellow engineers and scientists solve tomorrow’s grand challenges? Do you live for that aha! moment when solving a complex technical problem?
  • Are you at your best working in a collaborative environment where you can discuss ideas and consult with fellow engineers about troubleshooting steps?

    Is having a diverse range of work to tackle in a given day a must-have in your career? If so, join our team and help NI’s customers achieve long-term success!

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