Sr. Manager, Global Controls Technical Support Center, Control Systems

Description

• Coordinate with internal departments to resolve complex technical issues and enhance customer experience.
• Stay updated on the latest industry trends and technologies to ensure the team is knowledgeable and competitive.
• Develop and deliver training programs for both team members and customers on product features and best practices.
• Lead the technical support team and ensure that they have the necessary resources and training to succeed.
• Manage escalations and provide effective solutions to customer problems.
• Establish an end-to-end governance model across region, product, channel and L1-L3 support tiers.
• Improve customer intimacy by developing application engineering-like talent where gaps exist.
• Analyze support metrics and implement improvements to increase efficiency and effectiveness of the support process.
• Build a cross-regional collaboration model to share expertise and accelerate problem-solving.

Requirements

• Proficiency with customer relationship management tools and software.
• Technical background in Control systems, or similar fields.
• Ability to work in a fast-paced environment and manage multiple priorities.
• 5+ years of experience in technical support, global team management experience preferred.
• Strong leadership and communication skills.

Benefits

• Comprehensive benefits package including 401K, medical, dental, and vision care
• Competitive salary
• On-the-job/cross-training opportunities
• Paid vacation/holidays/sick time

Training + Development

Interview process

Visa Sponsorship

Security clearance