Technical Support Manager - FRS BU

Experteer Italy; Monte San Pietro; In loco; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A technology firm in Monte San Pietro is seeking a Customer Tech Support Manager to lead a team of Level 3 engineers. The role focuses on delivering high-quality technical support and driving customer satisfaction. The ideal candidate will have a Bachelor's degree and 5 years of experience managing technical teams, alongside the ability to foster collaboration across various internal functions. This position offers a unique opportunity to influence product development by aligning support operations with customer insights.

Competenze

• 5 years of experience in managing technical teams, ideally in a cross-functional environment.
• Proven ability to work across functions to align goals and resolve customer issues.
• Experience influencing roadmaps based on customer feedback.

Mansioni

• Lead and develop a team of Level 3 engineers.
• Ensure high-quality responses to customer inquiries across multiple channels.
• Monitor KPIs and implement corrective actions as needed.
• Support sales in pre-sales activities and customer site visits.

Conoscenze

Team Leadership

Customer Communication

Collaboration

Problem Solving

Formazione

Bachelor's degree in engineering, computer science, or related field

Descrizione del lavoro

Languages: Italian, English Fluent

Overview

The Customer Tech Support Manager leads a team of Level 3 engineers which provide advanced technical support, application feasibility studies, and training for products under his/her responsibility. Elevate customer experience through proactive, timely, and empathetic technical support. This leader drives cultural transformation by fostering customer-centric behaviors, cross-functional collaboration, and team accountability. The manager also plays a key role in aligning support operations with product development, ensuring that customer pain points result in timely fixes and tangible product improvements.

Key Responsibilities

• Team Leadership & Development: Serve as a role model in customer interactions, demonstrating clear communication, empathy, and active listening.
• Coach engineers to develop soft skills and customer service habits that enhance customer satisfaction and trust.
• Foster collaboration with Level 1 and Level 2 support teams to ensure continuity and customer visibility throughout the case lifecycle.
• Promote accountability and ownership within the team, encouraging direct engagement with customers when appropriate.
• Lead the cultural evolution of Level 3 support from a technically focused function to one rooted in customer experience and business value.
• Instill a sense of urgency in the team, with strong habits around deadlines, commitments, and issue resolution follow-up.
• Be a customer advocate — push for resolution of systemic product issues, influencing R&D and Product Management with clear feedback and impact narratives.
• Ensure support processes focus not just on resolving issues, but on giving value back to the customer at every step.

Operational Management

• Organize and oversee daily support operations, ensuring timely and high-quality responses to customers through different channels: support tickets, phone calls, and CRM interactions.
• Monitor KPIs (e.g., resolution time, customer satisfaction, ticket backlog) and implement corrective actions where needed.
• Manages escalations, handling customer facing meetings to address complex cases, while coordinating their resolution internally with other functions inside the company.
• Organize periodic technical product training to sales force
• Supports sales in pre-sales activities, such as RFP submission, technical presentations to end user
• Review and guide the team in troubleshooting methodologies, validation testing, and root cause analyses.
• Ensure accuracy and completeness in technical documentation (e.g., Technical Notes, Application Notes).
• Support the team in customer site visits and complex integrations when required.
• Improve knowledge management practices and develop tools or procedures to reduce ticket volume and response time.

Requirements

Education: Bachelor's degree in engineering, computer science, or related field required

Languages: Italian, English Fluent

Experience: 5 years of experience in managing technical teams, ideally in matrix or cross-functional environment.

Cross-Functional Leadership:

• Proven ability to work across functions (Sales, R&D, Product, Quality) to align goals and resolve customer pain points.
• Experience influencing roadmaps, bug fixes, and feature prioritization based on real-world customer insights.
• Ability to build trust and credibility with both technical peers and non-technical stakeholders.

Requisition ID: 11089

Posted: 09/04/2025

Location: Monte San Pietro, Italy