Sr Support Manager - Automation

Overview

Product Support Manager role responsible for managing the implementation of business objectives for a global support team with a focus on the Automation product portfolio. The objective is to expedite the resolution of external and internal customer support issues and escalations to maintain customer satisfaction and enable adoption. The position also oversees the professional development of direct reports to increase job satisfaction and employee performance.

• Global responsibility for the AOD Automation product portfolio. Analyze global team performance metrics and customer feedback to identify support improvement opportunities.
• Serve as a liaison to R&D leadership, ensuring alignment on key initiatives and collaborating with product development management on product quality improvements; plan and implement changes to drive quality and customer satisfaction.
• Manage the resolution of escalated product technical issues.
• Review workload and skill requirements for the global team and perform gap reduction/workload distribution management.
• Measure individual and team performance against goals and present to leadership during operational reviews.
• Frequently interact with functional peers to address issues and improve business operations.
• Regional responsibility for direct management of product-aligned teams ensuring performance and productivity, with matrix responsibility for a global product-aligned team.
• Ensure professional development of the team.
• Reduce case volume by leveraging Knowledge Centered Service (KCS) best practices and ensuring the team contributes to community success.
• Make hiring, termination, and compensation decisions.
• Perform goal setting and performance management, including measurement and appraisal of employees, as well as promotion recommendations.
• Ensure integration, reuse, and improvement of self-service materials in the problem-solving process; look for new methods to eliminate cases using KCS best practices.
• Determine after-hours work schedules to ensure weekend Severity 1/escalation coverage. Participate in Manager on Call weekend rotations.
• Review regional team’s support surveys, thank customers for positive surveys, and follow up with customers who provided negative surveys to determine and address root causes.
• Address customer concerns brought to our attention by customers or Regional Support Managers by engaging the appropriate personnel to resolve.
• Ensure the health and safety of the workforce.

Senior managerial staff. Manages a Product Support department within the company, accountable for the following activities:

• Leads team to meet the operating objectives of the company and department.
• Collaborates with Sustaining Engineering (L2), Development, Product Management, Regional Support Managers, Customer Adoption Managers and Escalation Team to ensure success.
• Mentors and develops the team.
• Implements common policies/procedures aligned with the Product Support business area.
• Analyzes and challenges current working methods to create improvements in processes and results.
• Resolves complex problems based on data analysis and lean six sigma theories.
• Applies the latest technical support/company tools, principles, theories, procedures, and concepts.
• Works with minimal supervision.
• Leads and/or contributes to high-level projects that have an impact on the company’s future direction.
• Uses Reward and Recognition Programs to keep employees engaged, motivated and satisfied.
• Performs resource management by collaborating with HR and recruiting agencies, interviewing and assessing suitable candidates to hire appropriately qualified personnel.
• Performs goal setting and performance management, including measurement and appraisal of employees, as well as promotion recommendations.
• Encourages employees to take ownership of their personal career planning and empowers their independence and decision making.
• Assigns projects or special assignments to team members.

• Business travel of approximately 10% or less per year is expected for this position.

Physical demands:

• Office environment. No special physical demands required.