Field Service Technical Support Engineer
hace 6 días
It's fun to work in a company where people truly BELIEVE in what they're doing Job Description: Shape Tomorrow with Ingram Micro - Lead Global Billing Support At Ingram Micro , we're empowering businesses to realize the promise of technology. Through our intelligent digital experience platform, Ingram Micro Xvantage , we're transforming how our partners operate-streamlining billing, enhancing customer experiences, and driving innovation.We're looking for a Senior Manager - Global Billing Technical Support to lead a high-impact team resolving complex billing system issues and driving operational excellence across global markets. Your Team's Mission You'll lead a regional technical support team focused on resolving complex billing system issues, improving customer experience, and driving operational excellence. Your work will directly impact how we deliver seamless billing experiences across global markets. What You'll Do Provide leadership and guidance to a group of technical support professionals through experienced supervisors, fostering a culture of collaboration, accountability, and continuous improvement. Resolve complex billing issues (e.G., incorrect discounts, missing invoice data, system errors). Drive strategic planning and execution for billing support operations. Collaborate with Finance, Billing, Product, and Engineering to improve systems and reduce ticket volume. Influence cross-functional roadmaps with customer insights. Monitor KPIs and implement process improvements. Represent the team in senior leadership forums. Ensure compliance with internal controls and support policies. What You Bring Bachelor's degree in Computer Science, Information Systems, or related field. 8+ years in billing, finance operations, or revenue management; 3+ years in a senior leadership role. Deep expertise in ERP/billing systems (SAP is a plus). Experience managing technical support teams and resolving system-related issues. Strong analytical and communication skills. Familiarity with Zendesk, ServiceNow, or Jira. SaaS or fintech experience is a plus. Lean Six Sigma or similar certification preferred. Why Ingram Micro? Join a global company that invests in your growth. At Ingram Micro, you'll shape the future of technology, work with cutting-edge tools like Xvantage , and be part of a diverse, inclusive culture that values your voice and your vision.
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