Manager of Technical Support enables and leads a highly skilled technical support team providing support to VMware’s most strategic customers and imparts the VMware EPIC2 vision.
Proven focus on building relationships and effective partnerships. We work closely with Support Engineers, peer Technical Support Managers, Global Support Services Leadership, Field Sales and Regional Escalations across the Core Product space to ensure VMware support delivers best-in-class service and support.
A large element of the position will require a focus on making VMware an outstanding place to work, team building, customer and employee satisfaction and performance improvement.
You have a real passion for teamwork, superb communication, organizational skills and comfortable with customer outreach.
Technical Support Managers lead and participate in several ongoing programs, projects and initiatives within the greater organization that often involves engineering, sales and product marketing teams.
Provide superior technical support and service to the VMware customer base
Gives and takes direction and feedback well
Lead the teams to provide technical support of VMware Tanzu products to the VMware customer base
Collaborate with the field, sales and service organizations and directly with the customer base on critical blocking issues and call resolution
Lead and develop the support teams, including hiring, professional development and dedicated project work
Design, develop, and implement processes, systems, and technology to support and improve the technical support function, including workflow and incident management.
Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
Lead change management and / or be involved in Global Strategic Initiatives
Work with VMware’s engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions
Is your background in the development and management of remote and international support groups and 24 x 7 support operations?
Are you able to work varied shift seven days a week 8AM to 6PM?
5 years of experience in the software industry with a minimum of 3 years in technical support management, including people management?
Extensive expertise in developing or using metrics to measure the effectiveness of technical support within the organization
BS / BA degree or equivalent technical experience, MBA a significant plus
Familiarity with systems operations and management environments within large enterprise customers and / or service providers is desirable
Good communication and interpersonal skills
Track record of accomplishment and effectiveness within organizations
Familiarity with CRM or incident tracking and management systems such as SalesForce, Siebel, Remedy, Clarify, etc.
This job opportunity is not eligible for employment-based immigration sponsorship by VMware
Category : Client Support
Subcategory : Technical Support
Experience : Manager and Professional
Full Time / Part Time : Full Time
Posted Date : 2021-03-09