Senior Manager - Technical Support

Our client, a leader in the Information Technology - Computer & Network Security arena, is currently seeking to hire a Sr. Manager - Technical Support for their facility in Ann Arbor, MI.

Responsibility Reporting to the Vice President of Global Service Operations, the Senior Manager of Technical Support is responsible for maintaining a very high level of customer satisfaction to service provider customers, being a strong internal customer advocate at the management level, and for managing, leading, and providing technical guidance to a team of technical support experts tasked with providing 7x24 world-class technical support expertise to service provider customers globally.

Specific Duties and Responsibilities:

The Senior Manager of Technical Support relies on solid experience and sound judgment to plan and perform a variety of tasks in which a wide degree of creativity and latitude is necessary.

These responsibilities include:

- Direct management of the technical support team - both local and remote personnel - to ensure the teams are adequately trained to resolve customer issues and queries.

- Interacting with major customers on a pre and post-sales basis. - Handling and Resolving Customer Escalations directly from customers and/or from Regional Sales Management.

- Facilitating new product introduction into customer deployments by ensuring the product is operationally sound, and ensuring the technical support team are fully trained prior to product release.

- Establish processes and methodologies to ensure a scalable growth model

- Interacting with sales organizations, including presenting the support business and metrics to both existing and new customers. - Define and monitor key metrics and case statistics for continuous improvement in customer satisfaction and progress toward overall objectives and long-term Customer Service goals.

- Develop and implement policy, procedures, training, and career development plans to maintain a professional, well-rounded team.

- Deliver onsite support reviews as part of quarterly business reviews to key customer accounts.

- Becoming embedded within the customer’s operational and design staff to be the Arbor technical Subject Matter Expert.

- Lead regularly scheduled conference calls to discuss the status of all current open cases and updates on customer network plans. Additionally, quarterly meetings may be scheduled to review overall performance and progress.

- Ensuring the Support personnel are following best process and practices to efficiently resolve customer issues - such as replicating and testing customer configurations in a lab environment, - Providing feedback from customers to product management and engineering teams via appropriate systems, and - Creating and Managing a budget for team capital and operational expenditures

- Representing Customer Support and being a strong customer advocate during new product program meetings - maintaining an opinion on Product Readiness for release Experience and

Education Desired:

- Bachelors Degree in CS/EE and 12+ years experience in technical support functions with very strong fundamental understanding of telecom network and routing environments.

- The candidate must have been working in a telecommunication industry, developed networking solutions for carriers, and obtained a wide technical experience base. Advanced networking skills required (TCP/IP, and Routing Protocols such as BGP).

- Prior Experience providing technical support to carrier service provider customers.

- Prior Experience managing technical support professionals in a fast-paced, growing, carrier-class 7x24 multi-geography environment.

- Superb written and verbal communication skills and customer interaction skills

- Organizational - have shown the ability to manage numerous projects simultaneously, work across the organization, and drive the necessary activities to solve customer issues.

Additional Skills:

- Outstanding customer service and overall verbal and written communications skills.

- Some travel (Up to 25%) required.

- Strong Interpersonal, Teamwork, process development, and network troubleshooting skills.

- Participation in the manager on-call off-hours escalation rotation.