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Technical Support Manager
hace 2 meses
Your primary focus will be managing a team of support engineers, their performance, and career development. You'll work closely with services and account teams to ensure all issues are handled effectively to meet sales and services goals.
As a member of our global support organization, you'll collaborate with support managers worldwide to provide exceptional customer experiences.
Key Responsibilities:
* Manage the workload within your team by setting appropriate work capacity expectations and leveraging all resources as needed.
* Ensure that KPIs are met and core business processes are executed according to standards.
* Provide technical or procedural directions and interact with customers and internal teams.
* Run regular case and metric review meetings.
* Communicate the status of customer issues and overall health internally as necessary, within Support, to other departments and executives.
* Manage escalated customer issues and resolve them in conjunction with the escalation manager.
Requirements:
* Strong organizational skills.
* Excellent communication skills.
* Willingness to travel occasionally.
* Ability to establish and maintain excellent relationships across various internal and external roles, from technical contributors to senior management.
* 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.
At PTC, we value our employees and offer a competitive salary and total compensation package. We also provide opportunities to gain an ownership stake in the company and share in its successes.
If you're passionate about delivering exceptional customer experiences and have a strong background in technical support, we encourage you to apply for this exciting opportunity.
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