Supervisor, Tech Support
Draper , Utah
January 12, 2017
**Job Description:** **GENERAL SUMMARY** Manages a group or department of individualcontributors and/or supervisors within an area of functional, technical orproduct expertise. Provides technical problem support, management, resolutionand communication as appropriate. **PRINCIPALDUTIES AND RESPONSIBILITIES** Manages the activities of a group or departmentof individual contributors and/or supervisors responsible for providingon-site/remote support in resolving customer issues when problems have been escalatedand the first line product support in the field has failed to identify or fixequipment or software issues. Providescustomer support for moderately complex technical issues and problems.Accountable for operational results in terms of group and departmentperformance standards/metrics, customer satisfaction and budget/expenses. Managesthe coordination, implementation, administration and execution of technicalsupport programs, personnel, communications, projects, products, performancemetrics/standards, as well as strategic policies and directives for assignedareas. Requires complete fundamental knowledge and awareness of goals andobjectives. Mayparticipate in short and long term planning for assigned area. Identifiesissues, provides input and makes recommendations regarding Technical Supportprograms, tools, projects, products, process, metrics, standards and customers.Ensures that all issues are escalated in accordance with policy and procedures. Ensuresthat technical support programs are current with regard to upgrades, newproduct releases, trends, practices and cost. Collaborates with other managers,internally and occasionally externally, to influence and ensure that assignedtechnical support area is meeting internal and external needs, operatingefficiently, cost effectively and acquiring appropriate information to meetcustomer needs and generate accurate reports. Role does not require a highdegree of on site customer contact. Accountablefor scheduling, work plans, technical direction, staffing, and performancemanagement/development of employees in assigned areas. Performs other relatedduties as assigned. EMC Proven Professional Certification desired. **SKILLS** **‚Äč** Ability to lead, motivate and direct a workgroup. Cross-Functionalskill. Ability to work effectively with seniormanagement. LeadershipSkills. Communicationskills. Organizationalskills. CustomerService skill. **EMC Values:** 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:** **Functional Area(s):** Customer Service & Support **Business:** EMC GES **Business Unit:** 200 - STORAGE CORPORATE **Location:** US - Utah - Draper **AutoReqId:** 173692BR

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