Manages a group or department of individual contributors and/or supervisors within an area of functional, technical or product expertise. Provides technical problem support, management, resolution and communication as appropriate.
**PRINCIPAL DUTIES AND RESPONSIBILITIES**
Manages the activities of a group or department of individual contributors and/or supervisors responsible for providing on-site/remote support in resolving customer issues when problems have been escalated and the first line product support in the field has failed to identify or fix equipment or software issues.
Provides customer support for moderately complex technical issues and problems. Accountable for operational results in terms of group and department performance standards/metrics, customer satisfaction and budget/expenses.
Manages the coordination, implementation, administration and execution of technical support programs, personnel, communications, projects, products, performance metrics/standards, as well as strategic policies and directives for assigned areas. Requires complete fundamental knowledge and awareness of goals and objectives.
May participate in short and long term planning for assigned area. Identifies issues, provides input and makes recommendations regarding Technical Support programs, tools, projects, products, process, metrics, standards and customers. Ensures that all issues are escalated in accordance with policy and procedures.
Ensures that technical support programs are current with regard to upgrades, new product releases, trends, practices and cost. Collaborates with other managers, internally and occasionally externally, to influence and ensure that assigned technical support area is meeting internal and external needs, operating efficiently, cost effectively and acquiring appropriate information to meet customer needs and generate accurate reports. Role does not require a high degree of on site customer contact.
Accountable for scheduling, work plans, technical direction, staffing, and performance management/development of employees in assigned areas. Performs other related duties as assigned. EMC Proven Professional Certification desired.
**** Ability to lead, motivate and direct a workgroup.
Ability to work effectively with senior management.
Customer Service skill
When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. We encourage applicants of all ages.
**Critical Hiring Criteria:**
Customer Service & Support
200 - STORAGE CORPORATE
US - Utah - Draper