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Manager, Worldwide Support
2 months ago
The Opportunity
Responsible for overseeing a team of engineers in the Global Technical Support organization, who are engaged in providing assistance to customers and partners in technical issue identification and resolution. Specializes in high-end, Enterprise level support of customers or channel partners with advanced support needs. Establishes staff schedules for queue coverage and organizes individual or group training sessions. Conducts regular 1:1 and team meetings to evaluate individual and team performance, and facilitates development of proficiency in both technical skills and general customer service skills.About the TeamAt Nutanix, you will have the opportunity to be a part of the Worldwide Support team, which comprises talented individuals based in Bangalore and Pune. The team culture at Nutanix is growth-oriented and emphasizes continuous learning and development to help each member reach their full potential.You will report to the Director, Worldwide Support, who will provide guidance and support as you navigate your role within the team. The work setup at Nutanix is primarily onsite, with the flexibility to work remotely when needed. Your Role Has very good verbal and written communication skills to drive effective customer communication. Delivery of superior-level support to end-user customers and functioning as point-of-contact for raised issues to ensure appropriate response and focus of support teams. Demonstrate strong acumen to understand and work with support leadership to solve business challenges Design, develop and implement processes, tools to enhance support function including workflow and incident management Drive critical customer issues to resolution leveraging cross-functional resources Proven track record of delivering results through people, business and operations management. Regularly participating in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery. Conducting regular team meetings and performance discussions with support engineers. Interacting with regional and corporate management on matters between functional areas or customers and the company. Tracking, monitoring and reporting on department operations, and closely handles critical customer accounts to develop a path to issue resolution. Interface with engineering, field, sales and service organizations and directly with the customer base on critical escalations and call resolution. What You Will Bring Must possess a Bachelor of Science in Computer Information Systems or equivalent experience. At least 3 years of management experience in a technical support environment
Previous account management or account executive skills desired, with the ability to organize and track multiple projects. Effective leadership experience required, with goal setting and action plans for career development on a team and individual basis. Must exhibit an effective customer service attitude and be able to lead a team in resolving difficult customer situations. Must utilize exemplary verbal and written communication skills when dealing with customers and business partners. Must have at least two years of experience as a Technical Engineer.
Skilled in leading and motivating talented support engineers. Project management experience or background, with experience in handling multiple projects and priorities. Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills. Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical. Must be motivated by challenges and be able to offer multiple solutions for a problem. Consistent record of defining and developing innovative enhancements to Support process and methodology. Able to develop individual and team objectives to contribute positively to organizational goals and direction. Validated ability to formulate and oversee solutions to issues in partnership with multiple functional areas. Proven ability to work in a dynamic environment and use judgment in handling customer calls and providing technical assistance. --
