Customer Support Engineer Manager (South Europe)

Job Description

The Customer Support Engineer (CSE) Manager is responsible for leading a team of CSEs, to ensure the delivery of high-quality technical support to customers concerning solutions, products, and services across the Southern European region (Italy, Greece and Balkans).

The role involves managing the team's daily operations in different countries and Customers, providing technical guidance, solutions, and service delivery ensuring customer satisfaction.

The CSE Manager will act as a bridge between the Support Team, Customers, and other departments inside the organization, ensuring that customer issues are resolved efficiently and effectively, finding solutions, and improving support processes.

He/She is also responsible for monitoring customer feedback and satisfaction levels, identifying areas for improvement, and building and maintaining strong relationships with key customers and internal stakeholders, by measuring, tracking, and reporting to the Leadership the performance indicators involving finance, quality, KPIs, and SLAs.

Key Responsibilities

Team Management & Leadership

• Lead, mentor, and develop a team of customer support engineers.
• Conduct regular meetings with the Team, Customer Support Managers, Leadership, and Customers to discuss performance, challenges, and updates.
• Monitor team performance, provide feedback, and implement improvement plans.
• Manage work schedules and allocate resources to ensure 24/7 support coverage as required.
• Schedule and allocate resources to ensure adequate coverage and timely response to customer and internal inquiries.
• Maintain in-depth knowledge of telecommunications products, services, and technologies.

Technical Support

• Provide advanced technical troubleshooting for complex telecommunications issues.
• Ensure adherence to technical support best practices and service level agreements (SLAs)
• Collaborate with other technical teams (e.g., Technical Support Operations, Product Development) to resolve escalated issues.
• Maintain a deep understanding of the company’s products and services to provide accurate support.
• Ensure the team adheres to technical support best practices and quality standards.

Process Improvement and Documentation

• Identify areas for process improvement and implement changes to enhance efficiency and effectiveness
• Implement and monitor key performance indicators (KPIs) to measure team performance and customer satisfaction.
• Develop and update support documentation, knowledge base lessons learned articles and troubleshooting guides.
• Advise, keep and track the finance and invoice process regarding services and opportunities.

Reporting and Communication

• Prepare and present regular reports on team performance, customer satisfaction, and issue resolution metrics.
• Communicate effectively with other departments, including sales and pre-sales, and upgrade operations, SI, to ensure a cohesive customer support strategy.
• Keep stakeholders informed about recurring technical issues and proposed solutions.
• Keep senior management informed of significant issues and trends.

Basic Requirements

• Graduate engineer from an accredited college or university. Degree, H.N.C, or equivalent in a Telecommunications, Electronic Engineering, or related discipline
• Experience in leading teams and/or managing people
• Sensitivity to customer needs and have commercial awareness;
• High level of English (both Spoken and written)
• High level of at least one of these languages: Greek and/or Italian (Both Spoken and written)
• Good communication and presentation skills with an attention to detail
• Important to be a team player and self motivated. Able to build interpersonal relationships
• Takes ownership of allocated task and shows flexible and positive attitude
• Flexibility to travel inside and outside the country or region he/she is based for short periods of time (typically up to 2 weeks)
• Experience in TETRA and Dimetra Systems
• Availability and wellness to perform 24/7 oncall service.

Travel Requirements

25-50%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes