PpLanguages: Italian, English Fluent /ph3Overview /h3pThe Customer Tech Support Manager leads a team of Level 3 engineers which provide advanced technical support, application feasibility studies, and training for products under his/her responsibility. Elevate customer experience through proactive, timely, and empathetic technical support. This leader drives cultural transformation by fostering customer-centric behaviors, cross-functional collaboration, and team accountability. The manager also plays a key role in aligning support operations with product development, ensuring that customer pain points result in timely fixes and tangible product improvements. /ph3Key Responsibilities /h3ulliTeam Leadership Development: Serve as a role model in customer interactions, demonstrating clear communication, empathy, and active listening. /liliCoach engineers to develop soft skills and customer service habits that enhance customer satisfaction and trust. /liliFoster collaboration with Level 1 and Level 2 support teams to ensure continuity and customer visibility throughout the case lifecycle. /liliPromote accountability and ownership within the team, encouraging direct engagement with customers when appropriate. /liliLead the cultural evolution of Level 3 support from a technically focused function to one rooted in customer experience and business value. /liliInstill a sense of urgency in the team, with strong habits around deadlines, commitments, and issue resolution follow-up. /liliBe a customer advocate — push for resolution of systemic product issues, influencing RD and Product Management with clear feedback and impact narratives. /liliEnsure support processes focus not just on resolving issues, but on giving value back to the customer at every step. /li /ulh3Operational Management /h3ulliOrganize and oversee daily support operations, ensuring timely and high-quality responses to customers through different channels: support tickets, phone calls, and CRM interactions. /liliMonitor KPIs (e.g., resolution time, customer satisfaction, ticket backlog) and implement corrective actions where needed. /liliManages escalations, handling customer facing meetings to address complex cases, while coordinating their resolution internally with other functions inside the company. /liliOrganize periodic technical product training to sales force /liliSupports sales in pre-sales activities, such as RFP submission, technical presentations to end user /liliReview and guide the team in troubleshooting methodologies, validation testing, and root cause analyses. /liliEnsure accuracy and completeness in technical documentation (e.g., Technical Notes, Application Notes). /liliSupport the team in customer site visits and complex integrations when required. /liliImprove knowledge management practices and develop tools or procedures to reduce ticket volume and response time. /li /ulh3Requirements /h3pstrongEducation: /strong Bachelor's degree in engineering, computer science, or related field required /ppstrongLanguages: /strong Italian, English Fluent /ppstrongExperience: /strong 5 years of experience in managing technical teams, ideally in matrix or cross-functional environment. /ppstrongCross-Functional Leadership: /strong /pulliProven ability to work across functions (Sales, RD, Product, Quality) to align goals and resolve customer pain points. /liliExperience influencing roadmaps, bug fixes, and feature prioritization based on real-world customer insights. /liliAbility to build trust and credibility with both technical peers and non-technical stakeholders. /li /ulpRequisition ID: 11089 /ppPosted: 09/04/2025 /ppLocation: Monte San Pietro, Italy /p /p #J-18808-Ljbffr