Support Manager

Technosoft Automotive; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Technosoft Automotive is seeking a Support Manager to lead a customer-facing team, ensuring post-delivery issue resolution within SLA, and coordinating with product, technical, sales and project groups.

You will manage support tickets, drive proactive problem solving, and maintain regular communication with customers, including visits, while developing a robust knowledge base and fostering process improvements.

Qualifications

• Graduate of IT, Computer Science, Engineering and other related courses.
• With at least 8 years of experience in customer-facing positions as Support Manager.
• Experience with modern software development methodologies, with emphasis on software and hardware architecture, infrastructure design and development and Windows.
• Knowledge of Microsoft Dynamics CE/CRM is an advantage
• Highly analytical, good in solving problems and has innate creativity
• Technical proficiency and understanding of SaaS deployment and consumption models
• Outgoing and extrovert personality. Has experience in settling customer concerns with ease. Ability to interact and communicate with all job levels including CxO
• Strong organizational skills and can manage a team of in-house and outsourced workers
• Effective communicator and interpersonal skills including presentation skills
• Certification and Training completed will be an advantage (i.e. Six Sigma, Customer Service, Customer Experience)

Responsibilities

• Function as a key resource in the management of customer issues post project delivery stage.
• Overall, in-charge in the processing of support tickets (issues/cases) and timely (SLA driven) resolutions through the support team
• Identify or facilitate identification of technical or functional concerns for effective diagnosis
• Create strategies, workaround procedures and best approach/practice to issue resolution
• Eliminate or reduce obstacles in providing best support to local customers
• Develop great interaction and cadence with internal product, technical, sales and project groups to hasten interdepartmental coordination
• Maintains regular written and verbal communication with customers including periodic personal visits to customer offices
• Help deliver (to the support team and customers) messages around product updates, innovations, and roadmap announcement
• Plan with product and technical groups, periodic system updates/upgrades and facilite/assist in its testing and execution
• Ensures SLA is maintained with exceptions identified, anlyzed and communicated to the customer
• Observe the company’s ticket level monitoring and closing policy
• Identify gaps in the support system/process that create considerable delay or backlog in capacity
• See to it that the team’s product/process knowledge are up to date/par and their support capability is sufficient to handle the functional and technical aspects of the work
• Regularly monitor and assess the support team's capacity vs workload to achieve optimum result
• Provide clear and constructive feedback to Technosoft’s product management teams
• Help to build / grown product’s support knowledge base (KB) and enforce continuous documentation of new KB articles, deployment approach and other helpful tips to customers and users

Skills

Customer-facing leadership

SaaS deployment

Analytical thinking

Problem solving

Excellent communication

Team management

Presentation skills

Education

IT / Computer Science / Engineering

Tools

Windows

Microsoft Dynamics CE/CRM

Job description

Support Manager

Key Responsibilities:

• Function as a key resource in the management of customer issues post project delivery stage.
• Overall, in-charge in the processing of support tickets (issues/cases) and timely (SLA driven) resolutions through the support team
• Identify or facilitate identification of technical or functional concerns for effective diagnosis
• Create strategies, workaround procedures and best approach/practice to issue resolution
• Eliminate or reduce obstacles in providing best support to local customers
• Develop great interaction and cadence with internal product, technical, sales and project groups to hasten interdepartmental coordination
• Maintains regular written and verbal communication with customers including periodic personal visits to customer offices
• Help deliver (to the support team and customers) messages around product updates, innovations, and roadmap announcement
• Plan with product and technical groups, periodic system updates/upgrades and facilite/assist in its testing and execution
• Ensures SLA is maintained with exceptions identified, anlyzed and communicated to the customer
• Observe the company’s ticket level monitoring and closing policy
• Identify gaps in the support system/process that create considerable delay or backlog in capacity
• See to it that the team’s product/process knowledge are up to date/par and their support capability is sufficient to handle the functional and technical aspects of the work
• Regularly monitor and assess the support team's capacity vs workload to achieve optimum result
• Provide clear and constructive feedback to Technosoft’s product management teams
• Help to build / grown product’s support knowledge base (KB) and enforce continuous documentation of new KB articles, deployment approach and other helpful tips to customers and users

Skills and experience required:

• Graduate of IT, Computer Science, Engineering and other related courses
• With at least 8 years of experience in customer-facing positions as Support Manager,
• Experience with modern software development methodologies, with emphasis on software and hardware architecture, infrastructure design and development and Windows.
• Knowledge of Microsoft Dynamics CE/CRM is an advantage
• Highly analytical, good in solving problems and has innate creativity
• Technical proficiency and understanding of SaaS deployment and consumption models
• Outgoing and extrovert personality. Has experience in settling customer concerns with ease. Ability to interact and communicate with all job levels including CxO
• Strong organizational skills and can manage a team of in-house and outsourced workers
• Effective communicator and interpersonal skills including presentation skills
• Certification and Training completed will be an advantage (i.e. Six Sigma, Customer Service, Customer Experience)

Job Location: Philippines