Technical Support Manager

Job Requisition ID #

25WD92798

Position Overview

Manage a diverse team with a clear focus on helping customers adopt industry leading 3D design, engineering, and entertainment software, by providing solutions, direction, and troubleshooting for installation and licensing issues.

You are responsible for leading a group of specialists who resolve customer issues reported to Autodesk Support through phone, web, online forums, and other channels while working in Americas hours. In addition to addressing customer issues, the specialists may also participate in various proactive support activities such as developing and delivering webinars, hosting Q&A sessions in our online communities, and publishing technical articles on the Autodesk Knowledge Network (AKN).

Responsibilities:

Technical Support:

• Manage the implementation of processes and plans to ensure effective delivery of technical and support services for Autodesk products
• Measure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards
• Directly investigate and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders
• Manage and implement employee Human Resource Programs and initiatives; ensure implementation of employee performance plan, on boarding program, employee development and coaching initiatives etc
• Manage and prepare budgets and work closely with senior management on forecasting, discrepancies, variance trend analysis, so on
• Lead or participate in setting organization vision, global projects & initiatives; proactively identifies more efficient strategies to promote efficiency
• Ensure staff are adequately prepared to support products by developing, planning, and implementing training, processes, and programs

Internal Support:

• Drive communication in the organization; ensure new information is coordinated with support teams and partner teams
• Develop relationship with Division staff, drive alignment, understanding and results needed to achieve customer satisfaction and business objectives
• Establish working relationship with Product Development and Product Management to ensure feedback from customers are addressed, actions are taken and tracked, and customers and staff are informed of progress

Minimum Qualifications:

• Bachelor's degree or equivalent work experience
• 8 years management experience in a technology or customer support industry
• Proficient in CRM, Knowledge capture tools and processes. Knowledge of Active directory and various authentication methods will be added advantage
• Strong written and verbal English communication skills. (Additional language skills are a plus)

Preferred Qualifications:

• Proficiency or familiarity using Autodesk products
• Experience with cloud/SaaS based applications
• Experience working managing, or working in, a remote team
• Familiarity with Quality Control Systems (desirable)

The Ideal Candidate:

• People-minded: empathizing with, responding to, and problem-solving customer issues
• Prompt: making timely decisions based on sound logic and consideration of the consequences
• Motivated: having a keen sense of ownership with a bias for action and a willingness to role-up sleeves
• Organized: clarifying assignments, prioritizing work and attending to detail to ensure work is done in a timely and quality manner
• Strategic: offering articulate recommendations and rationale and building support with key decision makers
• Attentive: actively listening to others to communicate technical information clearly and concisely
• Intellectually curious: learning from mistakes, adapting to change, and seeking out ways to develop new skills.
• Influential: being a role model, inspiring others and effecting a positive impact