Manager, Technical Support Second Shift
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Job Location:
Wichita, KS - USA
Monthly Salary:
$ 115000 - 149000
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
Job Summary
In this second shift position you will directly manage a group of individual contributors who are technical support and escalationengineers.
Requires close supervision and detailed instruction on assignments / regional projects usually technical in nature.
Requires operational knowledge of area of functional responsibility.
Assigns goals tasks reviews work and writes individual appraisals.
Ensures operational and case metrics are met according to company standards.
Must demonstrate excellent customer service skills and technology know-how needed to work successfully in high-pressure time-sensitive situations where customer satisfaction is the goal.
*** This is a second shift opportunity with hours of Monday-Friday 1pm-10pm ET/12pm-9pm CT and can be located in either Research Triangle Park (RTP) NC or Wichita KS - qualified candidates local to one of these locations need only apply! Additional compensation is offered for working a non-standard schedule.***
Job Requirements
- Lead Technical Support Engineers and Escalation Engineers who are diagnosing troubleshooting and repairing complex customer issues related to products and solutions across the NetApp product portfolio.
- Skilled at talent management including assessment deployment development reward and retention.
- Demonstrate a clear understanding of the local goals and requirements to successfully manage your business. This includes maintaining minimum staffing requirements adhering to standards following defined processes providing floor presence and partnering across verticals departments and sites.
- Responsible for assessing and reviewing employee performance and providing a framework for training development and career growth. Serve as a mentor for more junior-level managers.
- Experience in cross-organization collaboration and communication skills.
- Ability to work in a fast-paced reactive changing and sometimes demanding technical call center atmosphere.
- Implement strategies focused on driving continual improvement to Support delivery and the overall Technical Customer Support experience.
Education
- A minimum of 5 years of relevant experience as outlined above is required; with supervisory leadership and/or management experience
- Applicable education certifications and/or training are advantageous but not required.
Compensation:
The target salary range for this position is $115000-$149000 USD. The salary offered will be determined by the candidates location qualifications experience and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards reflecting a variety of factors and include a comprehensive benefits package. This may cover Health Insurance Life Insurance Retirement or Pension Plans Paid Time Off (PTO) various Leave options Performance-Based Incentives employee stock purchase plan and/or restricted stocks (RSUs) with all offerings subject to regional variations and governed by local laws regulations and company policies. Benefits may vary by country and region and further details will be provided as part of the recruitment process.
Required Experience:
Manager
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
At NetApp, our top priority is the health and safety of our event attendees and employees, including every community around the world being impacted by COVID-19. As a result, we have decided to reimagine our annual NetApp INSIGHT Paris and Berlin events to be fully digital. We’re als ... View more
