Technical Support Manager (m/f/d)
Technical Support Manager (m/f/d)
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Job Description
- Mentoring developing and engaging technical individuals to demonstrate outstanding customer engagements.
- Demonstrating leadership by setting a clear vision and building individual and team competence for the Technical Support roles.
- Improving your ability to think strategically and solve challenging business problems as the Support organization evolves.
- Improving TSEs/TSRs performance and engagement through effective mentorship and strong leadership to support individual and team changes aligned with the Support vision.
- Leading department-level initiatives aligned with Support goals and/or prioritized customer engagements.
- Managing and leading a team of TSEs/TSRs to build measurable team success in achieving customer support objectives.
- Mentoring and developing team members according to department learning and development objectives elevating the bar as the Support organization evolves.
- Enabling regional growth by partnering with leaders and coordinating measurable department initiatives.
- Developing and delivering performance reviews making compensation recommendations.
- Actively recruiting new and experienced Technical Support talent.
- Planning future staffing allocation to fulfill business demand working collaboratively with counterparts in other regions.
- Partnering with Sales and Support leaders to formulate support strategy for TSE/TSR involvement with new products large opportunities and key accounts in the region.
- Representing the Technical Support Function on regional and global projects to help build and align the Technical Support organization.
- Mentoring and guiding team members on the implementation of Knowledge Centered Service (KCS) standard methodologies.
- Managing and/or completing prioritized customer engagements.
- Supporting monetization of Technical Support Services via PPSA/TCSA.
You communicate messages clearly compellingly and concisely. You expertly match people to assignments. You develop others through mentoring feedback exposure and stretch assignments. You understand internal and external collaborator requirements expectations and needs.
- One-year supervisory experience in a Technical Support department or equivalent.
- Customer-focused approach and behavior.
- Foundational understanding of Talent Management processes.
- Demonstrated efficiency in developing managing and mentoring individuals.
- Strong critical thinker effective at quickly solving customer service issues.
- Ability to plan and coordinate on a 6-month time horizon.
- Effective communication in one-on-one team and group settings.
- Basic knowledge of Talent Acquisition and Development standard methodologies.
- Ability to build high-trust relationships with team members and across the organization.
- Skilled change agent connecting people to vision and involving them effectively.
- Self-starter with the ability to complete multiple concurrent priorities.
- Two years of management experience in a Technical Support Department.
- Two years using NI products/platforms.
At Emerson we prioritize a workplace where every employee is valued respected and empowered to grow. We foster an environment that encourages innovation collaboration and diverse perspectivesbecause we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship training or leadership opportunities we invest in your success so you can make a lasting impact. We believe diverse teams working together are key to driving growth and delivering business results.
Required Experience:
Manager
Employment Type
Full-Time
