Technical Support Manager - FRS BU (11089)
Manager / Team Leader
The 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.
Key Responsibilities
* Team Leadership & Development: Serve as a role model in customer interactions, demonstrating clear communication, empathy, and active listening.
* Coach engineers to develop soft skills and customer service habits that enhance customer satisfaction and trust.
* Foster collaboration with Level 1 and Level 2 support teams to ensure continuity and customer visibility throughout the case lifecycle.
* Promote accountability and ownership within the team, encouraging direct engagement with customers when appropriate.
* Lead the cultural evolution of Level 3 support from a technically focused function to one rooted in customer experience and business value.
* Instill a sense of urgency in the team, with strong habits around deadlines, commitments, and issue resolution follow-up.
* Be a customer advocate - push for resolution of systemic product issues, influencing R&D and Product Management with clear feedback and impact narratives.
* Ensure support processes focus not just on resolving issues, but on giving value back to the customer at every step.
* Operational Management: Organize and oversee daily support operations, ensuring timely and high-quality responses to customers through different channels: support tickets, phone calls, and CRM interactions.
* Monitor KPIs (e.g., resolution time, customer satisfaction, ticket backlog) and implement corrective actions where needed.
* Manage escalations, handling customer facing meetings to address complex cases, while coordinating their resolution internally with other functions inside the company.
* Organize periodic technical product training to sales force.
* Support sales in pre-sales activities, such as RFP submission, technical presentations to end user.
* Review and guide the team in troubleshooting methodologies, validation testing, and root cause analyses.
* Ensure accuracy and completeness in technical documentation (e.g., Technical Notes, Application Notes).
* Support the team in customer site visits and complex integrations when required.
* Improve knowledge management practices and develop tools or procedures to reduce ticket volume and response time.
Requirements
Education: Bachelor\'s degree in engineering, computer science, or related field required
Languages: Italian, English Fluent
Experience: 5 years of experience in managing technical teams, ideally in matrix or cross-functional environment.
Cross-Functional Leadership
* Proven ability to work across functions (Sales, R&D, Product, Quality) to align goals and resolve customer pain points.
* Experience influencing roadmaps, bug fixes, and feature prioritization based on real-world customer insights.
* Ability to build trust and credibility with both technical peers and non-technical stakeholders.
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