Support Eng Manager
Location:
Posted:
November 17, 2016
Reference:
997490-267644

This Job is eligible for the following work arrangements :Compressed Work Week;Flex Time

Support Engineering Manager CSS Americas Support Engineering - Cloud & Infrastructure Solutions Locations: Charlotte or Las Colinas Product: Intune Introduction Looking to join an exciting industry and organization that is at the forefront of the next Tech industry transformation? Are you ready to join a team of the world?s best technical experts to enable the success of Microsoft solutions for our commercial & enterprise customers? The transformation that is occurring within the tech industry is being accelerated by the maturity and rapid adoption of cloud computing. This rapid adoption across organizations is changing the needs and expectations of customers in the partnership with their vendors. Industry after industry is becoming technology-driven as software rapidly eats the world. As it spreads, so do complexity and opportunity. The next-generation tech industry is where suppliers play an active, ongoing role in helping business customers achieve unparalleled value from their technology investments. This expectation will require Microsoft to re-assess how it thinks about services and how to support these customers through the customer life-cycle that is focused on customer outcomes. The vision of the Customer Support Services (CSS) organization is about being relentless in the pursuit of truly exceptional customer experiences. We aspire to deliver to, "Deliver a customer experience that is perfect every time; an experience that is easy, insightful, and trusted." Perfect does not mean being perfect; rather it means that we will take risks when it is the right thing to do for our customers and our business. CSS will be unwavering in advocating for our customers, contribute deep insights to the customer lifecycle, and act as a trusted advisor improving product and service experiences across Microsoft. We are seeking to build out the team of next generation Support Engineering Managers in this big tech transformation. This requires a manager who is relentlessly customer-centric, has mastered the ability to understand a customer?s business and how Microsoft solutions play a key role in that business. We?re looking for someone who understands that each customer we engage with has a brand, an identity and customers of their own that depend on their solution working as intended. Strong verbal and written communication skills are the cornerstone of this skill set, augmented by deep technical understanding of our platform and its component pieces. We also need someone who is passionate about the entire Microsoft ecosystem, a person who understand that the power of Microsoft?s story is in everything working together. We are looking for problem solvers, people who are adept at getting to the root of the issue, regardless of where it comes from. Come join an organization that supports work-life balance, personal & professional development, and diversity. This organization is built around 6 Core Values that drive our every decision, and our every action. 1. Customer Obsession & Empathy - we exist for and because of the customer. We need people who share that passion and constant drive to make our customer?s experiences easy, insightful and trusted - every single time without exception. 2. Seamless Support without Borders - guide our customer?s support experience regardless of what issues they run into. We look at our role as guides and gateways into the overall Microsoft team. 3. Create Fun & a Little Geekiness - support individualism and as an engineering organization we must celebrate our wins and have fun doing it. 4. Continuous learning Mindset - value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are ready to do different things to accomplish great things. 5. Do Work that Matters - focus on customer outcomes and what is right for the customer despite organizational constraints. 6. Lean in & Respectfully Challenge - passive participants need not apply. We need team members who are always asking ?why? and ?how can we make it better?. Status quo means very little in our team. This industry doesn?t respect tradition, it only respects innovation. Specifically, CSS seeks qualified professionals who: Smart and intellectually curious, Enjoy providing the highest level of customer service, Seek a challenging work experience, Want to learn and gain greater expertise in their field, Enjoy working at a growth company with lots of advancement opportunities, Can work hard while having fun, and act in an honest and ethical manner. Duties include: People Management: As managers, SEMs regularly perform 1:1s with their direct reports, and conduct performance review and career development discussions at least twice a year. On an on-going basis they provide feedback on Services competencies and coach Engineers on improving effectiveness, quality, timeliness and cost-effectiveness of customer and internal deliverables. SEMs ensure their direct reports develop their professional skills through active participation in delivery events, training, mentoring and communities. SEMs also develop their own management skills through active participation in Delivery and Management Excellence events, training, mentoring and communities. SEMs are responsible for monitoring and taking necessary actions regarding Work Group Health, adoption of corporate performance commitments, and commitment execution for their teams. He/She clearly articulates the Microsoft Services mission, goals and strategies to all audiences helping them understand how they play a part in continued success. Team Leadership: Set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals. Supervise work, set the behavioral example and adjust strategies and tactics as necessary. Coordinate team meetings to communicate team information, conduct training and to receive team feedback. Coordinate and conduct 1:1 meetings with individual team members to provide instruction, coaching and personal development as well as to receive personal feedback. Write and deliver individual reviews. Maintain individual and team discipline, cohesiveness and morale. Case Management: Conduct quality assurance activities to ensure proper customer handling and provide coaching and training as necessary. Conduct personal case reviews to ensure adherence to standardized use of documentation, timely follow-up with customers and to detect any signs of potential customer dissatisfaction. Coordinate technical case reviews to ensure proper technical progress and conduct recoveries when customer satisfaction is at risk. Contact customers to perform case recoveries if customer satisfaction seems at risk. Drive for Results Develops and communicates realistic performance goals and standards. Builds plans that consider potential obstacles and immediate and long-term consequences. Solicits and acts on feedback about his or her own performance. Collaboration Removes barriers by working with others around a shared need or customer benefit. Able to maintain a broader perspective, and identifies and evaluates opportunities to enhance the business through cross-group collaboration. Incorporates diverse perspectives to thoroughly address complex issues. Desirable Experience qualifications include the following: Prior people management experience is required, preferably in a team driven technical environment. Demonstrated leadership. Experience of managing a team. The ability to build and maintain relationships remotely and across organizations. An understanding of support processes and customer expectations. The ability to lead projects and motivate others. Proven organizational and planning skills. Strong oral and written communication skills. Qualifications Prior people management experience is required, preferably in a team driven technical environment. Demonstrated leadership. Experience of managing a team. The ability to build and maintain relationships remotely and across organizations. An understanding of support processes and customer expectations. The ability to lead projects and motivate others. Proven organizational and planning skills. Strong oral and written communication skills. Check out our team?s blog to see what we do: Interested in learning more about Customer Service & Support? Follow us on Twitter @MicrosoftCSSjob, become a fan on Facebook under "Microsoft Customer Service and Support", and find our blog at .

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.


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