Technical Support Manager - Security Systems

Analog Devices, Inc.; Coslada; On-site; EUR 65,000 - 95,000; Full time

Benefits offered by this job

Flexible hours

Short Fridays

23 days leave

Pension plan

Life insurance

Accident insurance

Learning opportunities

Assistance program

Job summary

Analog Devices, Inc. in Madrid area seeks a Technical Support Manager to guide regional and international teams, delivering superior pre- and post-sales support for Fire & Security products.

You will align cross-functional groups with sales and marketing to sustain a world-class service model and maximize customer value. The role emphasizes leadership, rapid decision-making, and the ability to communicate with customers and internal stakeholders across multiple countries, with flexible working

Qualifications

• Technical experience in electronics industry, preferably Fire or Security.
• Strong influencing and leadership skills.
• Ability to articulate effectively to wide ranging audiences.
• Understands and leverages the value of Customer and Product Support.
• Facilitates positive employee relations and engagement.
• Demonstrates strong leadership when interfacing with Key Leaders.

Responsibilities

• Guide local or regional Technical and Project teams across International functions.
• Evaluate how teams drive revenue and margin growth in each region.
• Identify monetization of service initiatives to grow International margins.
• Champion customer experience through CSAT/NPS initiatives.
• Collaborate with Sales and Marketing to improve service models.
• Define and implement technical training strategies for international needs.
• Lead regional teams, making confident decisions and challenging others respectfully.
• Link customers, product management and sales on product opportunities.
• Perform team management tasks: reviews, complaints, workload distribution.

Skills

Leadership

Communication

Influencing

Customer focus

Strategic thinking

Job description

The ADI Centre of Excellence is handling technical support for our customers, offering pre- and post-sales support for over 300 products made by 15 to 20 different vendors, covering all aspects of Fire & Security. We are looking for a motivated Technical Support Manager to deliver the desired customer service experience. The goal is to drive the team's success that improves customer satisfaction, maximises customer retention, and increases profitability.

JOB DUTIES:

• The role will be to provide guidance to local or regional Technical and Project teams across International functions
• Evaluate and implement how the Technical and Projects teams can drive revenue and margin growth across each region
• Identify ways the Technical and Projects team can monetize service initiatives contributing to International Margin growth
• Champion customer experience through CSAT/NPS initiatives and focus on customer interactions with ADI
• Work closely with Sales Leaders and Marketing teams to ensure consistent and ever improving Technical and Project Services that will leverage a world class service and support model that make ADI stand out from the competition
• Continue to work with the Sales Enablement function to define, develop and continually improve all technical training strategies and solutions so to support future business needs for International progression
• Lead each region technical team from the front. Make decisions with confidence Be confident when challenged respectfully and to challenge others respectfully
• Become an integral link in the communication chain between customers, product management and sales on innovative product opportunities that will drive sales revenue
• Perform management tasks for the team, these duties include conducting employee reviews, handling employee complaints, and dividing the workload among members of the team.

YOU MUST HAVE:

• Technical experience in electronics industry, preferably Fire or Security
• Strong influencing and leadership skills combined with the ability to articulate effectively to wide ranging audiences
• Highly action orientated with a sense of urgency and a desire to add value across all areas of the business
• Understands and leverages the added value of Customer and Product Support within the organization (Specialist functions, Centres of Excellence, Added Value and Shared services)
• Provides facilitation, maintains positive employee relations and develops employee engagement and involvement
• Demonstrates strong leadership skills when interfacing with Key Leaders

WE VALUE:

• Experience of working in multiple European countries is a preference
• French langauge skills
• Ability to deal tactfully and confidently with internal and external clients across multiple countries and cultures
• Commercially aware, able to add value across all areas of the business

WHAT'S IN IT FOR YOU:

• Competitive compensation package.
• Pension fund plan
• Life and accident insurance coverage
• Continuous learning and development opportunities
• The chance to be part of an ambitious international project.
• Flexible working hours: start between 8:00–10:00 and finish between 17:30–19:30, depending on your chosen start time
• Reduced working hours on Fridays and intensive summer schedule from 6 July to 31 August
• 23 days of annual leave, plus 24 December and 31 December off
• 8 hours of personal leave (libre disposición) available each year
• Employee Assistance Program offering support and guidance
• Complimentary coffee, tea, and fresh fruit available in the office