Mgr, Tech Support
Company: EMC is now part of Dell Technologies
Posted: December 17, 2016
Reference ID: 173592BR
Promote and maintains a high level of Customer Satisfaction via management of a group of individual contributors within an area of technical and product expertise. Provides managerial support, resolution and effective communication as needed. Identifies, informs, and works with management teams and senior leadership towards customer issue resolution. Nurtures and develops Technical Support Engineers with coaching and appropriate technical training.
+ Manages the activities of a group or department of individual contributors and/or supervisors responsible for providing remote support in resolving customer issues when problems have been identified and escalated.
+ Directs the efforts of Technical Support Engineers engaged in post-sales activities, escalations, customer care and VBlock account management. Maintains management awareness of problems and situations. Secures and allocates VCE (and/or VMware, Cisco and EMC) technical support as needed to maximize investment.
+ Manages up to 15 direct reports. Conducts salary and performance reviews. Acts as a coach and mentor to employees within assigned span of control. Forecasts personnel requirements through maintaining effective communication with Sales and Service organizations. Communicates and enforces all VCE policies and procedures.
+ Accountable for operational results in terms of group 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.
+ 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.
+ Maintains high level of awareness of service issues effecting the VBlock environment including proactive problem avoidance behavior and maintenance practices.
+ As a 24X7X365 organization, shift work, holidays and on-call responsibilities may be required as well as occasional travel to customer sites.
+ Understanding of CPSD and VBlock solutions.
+ Excellent written and verbal communication.
+ Posses excellent logic and data analysis capabilities
+ Customer facing experience.
+ Ability to work in a high-pressure environment.
+ Problem solving – Ability to be resourceful and “figure things out”
+ Self-confidence – Ability to express opinions and influence effectively
+ Professional demeanor – punctuality, professional attire
+ Education Required: Bachelors (Tech) or equivalent
+ Experience Required: 3-6 Years
+ Physical Requirements: No
+ Limited Travel Required: Yes
If you think you have what it takes to continue the remarkable growth and success of CPSD, we invite you to explore a career with a recognized industry leader. We will give you the chance to learn more and accomplish more, faster than you ever thought possible. The Cloud is waiting. What are you waiting for?
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
211 - VCE
US - Texas - Richardson