Technical Support Manager

hace 3 días

Barcelona, Barcelona, España PTC Inc. A tiempo completo
Job Description

Job Title: Technical Support Manager

Company: PTC Inc.

Job Type: Full-time

Location: Remote (Global)

About Us: PTC Inc. is a leading provider of software solutions for product design, development, and delivery. We are a global company with a diverse team of professionals working together to drive innovation and customer success.

Job Summary

We are seeking an experienced Technical Support Manager to join our global support organization. As a Technical Support Manager, you will be responsible for leading a team of support engineers, providing technical guidance, and ensuring customer satisfaction. You will work closely with cross-functional teams to resolve complex technical issues and drive business growth.

Key Responsibilities
  • Lead a team of 6-12 support engineers, providing technical guidance and coaching to ensure high-quality support services.
  • Develop and implement strategies to improve customer satisfaction, reduce support requests, and increase customer retention.
  • Collaborate with services and account teams to ensure seamless support services and meet sales and services goals.
  • Manage escalated customer issues and resolve them in conjunction with the escalation manager.
  • Develop and maintain relationships with key business and technical stakeholders across assigned accounts.
  • Provide technical or procedural directions and interact with customers and internal teams.
  • Run regular case and metric review meetings to ensure KPIs are met and core business processes are executed according to standards.
Requirements
  • Strong organizational skills and ability to manage multiple priorities.
  • Excellent customer service and management skills.
  • Fluent in English (written/spoken) and additional languages (German, French) are a plus.
  • Optional: Experience in databases, computer networks, or operating systems.
What We Offer

PTC Inc. offers a competitive salary and total compensation package, including opportunities to gain an ownership stake in the company and share in the company's successes. We also provide a benefits package that takes care of the whole you, including your health, wealth, and well-being.

At PTC Inc., we value diversity, equity, and inclusion. We are an equal opportunity employer and welcome applications from qualified candidates from all backgrounds.

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