Manager, Product Support Engineering

F5 NETWORKS SINGAPORE PTE LTD; Singapore; On-site; SGD 150,000 - 210,000; Full time

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.

Skills

Management experience

Leadership

People management

Education

BA/BS or equivalent

Job description

Role Overview:

The Product Support Engineering manager for Enhanced Services 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).