Global Product Support Engineering Manager

F5 NETWORKS SINGAPORE PTE LTD

Singapore

On-site

SGD 150,000 - 210,000

Full time

14 days+

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Job summary

F5 NETWORKS SINGAPORE PTE LTD is seeking a Product Support Engineering Manager to lead a team delivering premium Enhanced Services to our customers. You will supervise service delivery managers and related staff, act as escalation point for critical issues, and drive global consistency of our support offerings.

Ideal candidates have about 7 years of management experience in technical support, with a BA/BS or equivalent.

Qualifications

7 years management experience in a technical support role.
BA/BS or equivalent.
Experience in a technical support role is a plus.

Responsibilities

Act as escalation point to ensure valuable customers’ issues are resolved.
Supervise exempt and/or nonexempt staff including evaluations, PTO, assigning work, on-the-job training, guidance, improvement plans, discipline, and interviewing for open positions.
Interact with leaders within and outside of F5 to gain cooperation and solutions for the team and customers.
Manage customer interaction by coordinating internal and external communication and directing issues to resolution.
Ensure high customer satisfaction on all support interactions by following F5’s Quality Management System.
Contribute to process and infrastructure improvement.
Assist in the Service Sales process in helping customers see the value of Enhanced Services.
Perform other related duties as assigned.