Manager, Product Support Engineering

F5 NETWORKS SINGAPORE PTE LTD; Singapore; On-site; SGD 150,000 - 190,000; Full time

Job summary

F5 Networks Singapore Pte Ltd is seeking a Product Support Engineering Manager for Enhanced Services. This leadership role provides direct supervision to Service Delivery Managers and related staff, guiding global consistency of Enhanced Services offerings.

You will escalate critical issues, coach teams, drive process improvements, support sales, and collaborate with leaders to deliver exceptional customer satisfaction across our support portfolio.

Qualifications

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

Responsibilities

• Escalation point to ensure critical issues for valuable customers are resolved.
• Supervise staff including performance evaluations, PTO, training, and hiring.
• Collaborate with leaders to gain cooperation and solutions for team and customers.
• Coordinate internal and external communication to direct issue resolution.
• Ensure high customer satisfaction by adhering to F5's Quality Management System.
• Contribute to process and infrastructure improvements.
• Assist in the Service Sales process to demonstrate value of Enhanced Services.
• Perform other related duties as assigned.

Skills

Management experience

Technical support leadership

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).