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Technical Support Manager
Autodesk
Lake Oswego, OR, United States
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Technical Support Manager
Location: Portland, OR- United States
Job ID: 18WD27971
Global Technical Support @ Autodesk
Our managers drive performance while collaborating with all parts of the company to directly influence the necessary changes to increase customer happiness and dedication.
Position Overview
Manage a diverse team with a clear focus on helping customers adopt industry leading 3D design, engineering, and entertainment software, by providing solutions, direction, and troubleshooting for installation and licensing issues.
Reporting to the Sr. Technical Support Manager, you are responsible for leading a group of specialists resolving customer issues reported to us via phone, web, online forums, and other channels. In addition to reacting to customer issues, technicians may also engage in a variety of proactive support activities such as: developing and presenting webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Knowledge Network (AKN).
Responsibilities
Technical Support
• Manage the implementation of processes and plans to ensure effective delivery of technical and support services for Autodesk products
• Measure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards
• Directly investigate and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders
• Manage and implement employee Human Resource Programs and initiatives; ensure implementation of employee performance plan, on boarding program, employee development and coaching initiatives etc
• Manage and prepare budgets and work closely with senior management on forecasting, discrepancies, variance trend analysis, etc
• Lead or participate in setting organization vision, global projects and initiatives; proactively identifies more efficient strategies to promote efficiency
• Ensure staff are adequately prepared to support products by developing, planning, and implementing training, processes and programs
Internal Support
• Drive communication in the organization; ensure new information is coordinated with support teams and partner teams
• Develop relationship with Division staff, drive alignment, understanding and results needed to achieve customer satisfaction and business objectives
• Establish working relationship with Product Development and Product Management to ensure feedback from customers are addressed, actions are taken and tracked, and customers and staff are informed of progress
Minimum Qualifications
• Bachelor's degree or equivalent work experience
• 4 years management experience in a technology or customer support industry
• Proficient in CRM, Knowledge capture tools and processes
• Strong written and verbal English communication skills. (Additional language skills are a plus)
Preferred Qualifications
• Proficiency or familiarity using Autodesk products
• Past experience with cloud/SaaS based applications
• Experience working managing, or working in, a remote team
• Familiarity with Quality Control Systems (desirable)
The Ideal Candidate
• People-minded: empathizing with, responding to, and problem-solving customer issues
• Prompt: making timely decisions based on sound logic and consideration of the consequences
• Motivated: having a keen sense of ownership with a bias for action and a willingness to role-up your sleeves
• Organized: clarifying assignments, prioritizing work and attending to detail to ensure work is done in a timely and quality manner
• Strategic: offering articulate recommendations and rationale and building support with key decision makers
• Attentive: actively listening to others to communicate technical information clearly and concisely
• Intellectually curious: learning from mistakes, adapting to change, and seeking out ways to develop new skills
• Influential: being a role model, inspiring others and effecting a positive impact
About Autodesk
With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It's disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone - from design professionals, engineers and architects to digital scientists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.