• Technical Support Sr. Manager - Panama

    Location PA-Panama City
    Job ID
    2018-3598
    Category
    Product Services
    Position Type
    Regular Full-Time
  • Overview

    The Senior Manager, Regional Technical Support leader has primary responsibility for the overall leadership, management, and strategic direction of support related activities and resources utilized by regional Technical Support spanning multiple business units at Quest.   Responsible for overseeing operational support to the technical support teams through cross-functional and global partnerships, enabling the business to scale while improving key performance indicators impacting their efficiencies and improving overall customer experience. Defines and approves both long-term strategies and short-term/immediate workforce needs in alignment with business unit and corporate objectives. Provides direction and oversight to the development and implementation of Technical Support technology and process improvements to reduce overall costs.  Works with and follows direction from the Senior Director, Technical Support.

    Responsibilities

    • Leads regional Support leadership team to create and sustain an operating environment that is reviewing capacity, performance and volume trends while being cognizant of service and continuity objectives.
    • Adheres to and makes recommendations to changes in policies, procedures, processes, and tools, which affect global organizations.
    • Provides direction related to staffing strategies and forecasting.
    • Coordinates and collaborates with business unit aligned Support leaders.
    • Oversees the integration of complex business factors to develop and implement long-term strategic planning objectives and the policies and procedures needed to realize the objectives.
    • Reviews financial statements, activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
    • Recruits, mentors, and provides daily leadership for the Technical Support world-wide teams responsible for the designated business unit.
    • Ensures alignment with R&D, PSO, Pre-Sales, Product Management, Operations, IT and other functional areas around programs supporting sales and product strategies
    • Works in partnership with senior management to establish and achieve business goals. Uses negotiation and influence skills to manage key stakeholder relationships.
    • Other duties as assigned

    Qualifications

    • Experience in managing technical support & operations globally, navigating and communicating with customers to achieve shared wins
    • Strong leadership & people management skills
    • Ability to quickly adapt to a changing environment, flexible and open-minded
    • Creative thinking and problem-solving skills
    • Strong organizational and relationship building skills
    • Demonstrated analytical and project management skills
    • Strong written and verbal communication skills
    • Ability to effectively present information in a variety of delivery formats
    • Collaborates well with key internal and external stakeholders
    • Diagnose and resolve issues quickly
    • Ability to organize and prioritize multiple ongoing projects
    • Able to work with minimal direction while solving complex problems in creative ways
    • Proactive team leader who advocates change
    • Available for limited travel

     

    Education and Experience

    • Bachelor's Degree or equivalent work experience
    • 8-10+ years managing teams in support functions, operations, or related supervisory/managerial experience
    • 8-10+ years of experience with CRM and data systems (SFDC, Siebel preferred)

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