Group Leader

3 weeks ago

Pune, Maharashtra, India ServiceMax Full time
Job Description

Our world is transforming, and PTC is leading the way

Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business

Our people make all the difference in our success

Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible

A Group Leader is an entry level management and technical position whose job is to ensure a high level of PTC customer satisfaction by ensuring their group provides superior customer service

This Group Leader will manage a small team of engineers on the NOC team whose primary focus is to remediate monitoring alerts that occur for PTCs PLM SaaS customers

This is a supervisor role primarily in the North America hours with the below overall responsibilities:

Ability to envision and appreciate customersinterests and specific concerns

Listening, collecting points of view, analyzing data, preparing reports and presenting information with key take aways

Handling customer escalations and proactively keep management informed about critical issues

Coach the team to perform their job well and keeps direct reports up to date with information and upcoming events

Visible and accessible to employees on a regular basis

Self-Motivated, willing to lead by example with positive attitude and demeanor

Demonstrates the ability to comprehend complex problem descriptions and effectively communicate possible resolution options in a verbal and written medium which may help address customers ongoing problems

Contributes to departmental goals and objectives / metrics and plans; may contribute to organizational goals

Participate in on call rotation

Technical Skills

Minimum 4 yearsexperience in a customer facing role with a Bachelors Degree in Computer Science, Mechanical, Electronics & Telecommunication Engineering

Experience with Windchill will be considered in lieu

Excellent Excel skills

Basic understanding of SaaS products and Cloud Terminology

Familiarity with Python or some other scripting language is a nice to have

Soft skills

Strong customer focus

Strong written and verbal communication skills

Good prioritization & organization skills

Ability to recognize conflict and work through it

Good ability to motivate and persuade others

Experience working with Cross Functional Teams

Life at PTC is about more than working with todays most cutting-edge technologies to transform the physical world

Its about showing up as you are and working alongside some of todays most talented industry leaders to transform the world around you

If you share our passion for problem-solving through innovation, youll likely become just as passionate about the PTC experience as we are

Are you ready to explore your next career move with us

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