Manager, Enhanced Services

F5 NETWORKS SINGAPORE PTE LTD; Singapore; On-site; SGD 120,000 - 170,000; Full time

Job summary

F5 Networks Singapore Pte Ltd is seeking an Enhanced Services Manager to lead the Support management team, overseeing Service Delivery Managers and related roles for key accounts, ensuring global consistency of Enhanced Services offerings.

You will act as escalation contact for high-priority customers, supervise staff, drive customer satisfaction, coordinate internal and external communication, and contribute to process improvements.

Qualifications

• 7 years of management experience in a technical support role.
• BA/BS or equivalent education.
• Experience in a technical support role is a plus.
• Experience with escalation handling and customer success is desirable.

Responsibilities

• Acting as an escalation point to resolve issues for valuable customers.
• Supervision of staff including performance evaluations, PTO, and training.
• Interact with leaders to gain cooperation and solutions for the team and customers.
• Manage customer interaction by coordinating communication internally and externally and directing issues to resolution.
• Ensure high customer satisfaction by following the Quality Management System for support interactions.
• Contribute to process and infrastructure improvement.
• Assist in the Service Sales process to demonstrate the value of Enhanced Services offerings.
• Perform other related duties as assigned.

Skills

Team leadership

Customer support

Escalation management

Performance management

Process improvement

Education

Bachelor's degree

Job description

Role Overview:

The Enhanced Services manager is a key member of the Support management team providing direct supervision to a combination of Service Delivery Managers and others related to their managerial accounts. They are responsible overall team management, are accountable for the global consistency of our Enhanced Services offerings.

Responsibilities:

• Acting as an escalation point, as required, to ensure our most valuable customers' issues are resolved
• Supervision of exempt and/or nonexempt level staff which includes but not limited to, conducting performance evaluations, approving paid time-off (PTO), assigning or delegating work, providing on-the-job training, giving guidance to staff, conducting performance improvement plans, taking disciplinary action, and interviewing candidates for open positions
• Regularly interacts with other leaders within and outside of F5 gaining cooperation and solutions for the team and customers
• Manage customer interaction by coordinating communication internally and externally and directing issues to resolution
• Ensure high customer satisfaction on all support related interactions by managing the team to the processes and standards outlined in F5's Quality Management System
• Contribute to process and infrastructure improvement
• Assist in the Service Sales process in helping customers see the value of our Enhanced Services offerings
• Perform other related duties as assigned

Requirements:

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

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).