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Careers in Client Support

Client Support

TSM: Technical Support Manager – Premier Services

今すぐ応募する 採用情報 ID R1910986 掲載日 Aug. 09, 2019

As Manager of Technical Support, you will have the responsibility to manage and lead a highly skilled technical support team in our organization in support of some of VMware’s most strategic customers and partners; building close relationships/partnerships with our most strategic accounts.You will work closely with our Technical Support Management team including the Sr. Managers of Technical Support, Director of Technical Support, Eastern US / Canada and the VP of Global Support Services, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers.

Responsibilities

  • Provide superior technical support and service to the VMware Premier Services customers
  • Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution
  • Manage and develop the support teams, including hiring, professional development and proactive project work
  • Design, develop, and implement processes, systems and technology to support and enhance the technical support function, including workflow and incident management
  • Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
  • Lead and/or being involved in Global Strategic Initiatives
  • Work with VMware’s engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions

Requirements

  • Experience in the software industry with a minimum of 1 years in technical support management, including people management
  • Background in the development and management of remote support groups, international support groups and 24 x 7 support operations
  • Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
  • Experience in both small and large companies is highly desirable
  • Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable
  • Good communications and interpersonal skills
  • Track record of accomplishment and effectiveness within organizations
  • Familiarity with CRM or incident tracking and management systems such as SalesForce, Remedy, Clarify, etc.
  • This job opportunity is not eligible for employment-based immigration sponsorship by VMware

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