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If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.
Sr. Manager, EMEA Field Support
Windsor, United Kingdom; Cork, Ireland; Munich, GermanyJob Summary
NetApp's worldwide Customer Support team is a global network of Netapp employees and partners. Our singular mission is to ensure we deliver predictable and consistently high-quality customer experiences at every touchpoint, and customer success. We work with our customers to provide post sales technical support, remote and onsite field support, build relationships, learn about their businesses and drive value-based results
Netapp is looking for a highly effective hybrid cloud enterprise support services leader to become the senior Manager of Global onsite solution support for the EMEA region. You will be joining the Global Field Support leadership team, reporting to the Senior director of Worldwide Global Field support. As the senior Manager of Onsite solution support, you will manage and lead a team of Netapp technology specialists, Support delivery Managers and field support partner resources, all focussed on diagnosing and fixing complex customer issues and managing customer escalations in mission critical environments. You’ll play an integral part in achieving success by setting department goals, plans and schedules whilst closely monitoring execution, driving issue resolution and accepting responsibility for ensuring the achievement of business milestones.
This role also carries the lead responsibility for orchestrating on-site Customer satisfaction through alignment with remote technical support centres, sales and pre-sales teams, professional services and wider Netapp teams – all of which are critical to the companies short and long-term success
As the Senior Manager of Global field support, you will utilise strong leadership and technical competencies to understand regional and country level customer needs, set goals and objectives and execute strategies to the plan. You will be responsible for the achievement of set organisational Goals in the EMEA region.
This opportunity can be in England, Ireland or Germany. Candidates from other major centres in EMEA may be considered.
Job Requirements
- This position is responsible for all aspects of Field support in the EMEA region
- The focus of this role is executing functional strategies into operational plans and priorities. Working collaboratively with other cross functional leaders and senior Managers to execute strategic plans and objectives
- This individual will use in depth knowledge to solve issues that are complex in scope and execute medium to long term plans
- Participate and manage budgetary objectives to the approved plan
- Create a predictable and consistently high-quality customer experience by developing and scaling repeatable methodologies and Industry best practices
- Utilise expertise and experience in areas of technology, project management and people management to actively lead strategic regional and global initiatives and programs
- Ensure best in class customer experience and transformational impact through the adoption of artificial intelligence, digital support and tools
- Focus on strategic account customer intimacy – deliver additional value to those customers by understanding their key business issues and opportunities
- Translate and action Customer feedback through collaboration with the technical support centre to influence product and process quality, and supportability improvements
- Ensure customer escalations are resolved quickly by leveraging resources across the company as needed
- Work closely with Sales account teams and Management to develop and execute customer experience plans and strategies
- Work closely with Regional Field support partner suppliers to ensure local enablement needs are clearly understood and actioned
- Conduct quarterly supplier reviews to ensure quality services are provided to all of our customers.
- Mentor and coach team members, hire and develop key talent, and manage performance
- This individual must demonstrate strong leadership skills and work with other GEO leaders in developing clear team goals, objectives and priorities that meet Netapp’s strategic vision
- Works with director and senior directors and executive level employees across CSD and CSO functions.
Skills & Competencies
- Broad based enterprise onsite technical professional with 10+ years of experience leading a support services function with a cross geographic Customer base
- Proven track record of developing, growing and leading an onsite support services function and team
- Ability and experience to lead support onsite partner delivery functions, to enable and efficiently manage a scalable on-site support model
- Demonstrated success in successfully managing support services, customer engagement and partner engagement functions
- Strong people leadership with demonstrated ability to manage highly technical and experienced field support resources
- A strong understanding of Hybrid cloud technology and experience is desirable
- Excellent communication and presentation skills
- Analytical and negotiation skills, particularly at executive levels
- Strong business acumen and understanding of processes and their implementation into enterprise applications
- Excellent knowledge of product lifecycle, tools, processes and Knowledge managemen
- Demonstrated ability to manage multiple ongoing issues and initiatives effectively
- Must be open to 10-20% of regional/global travel.
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
Why NetApp?
In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world's biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favourite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future.
If you want to help us build knowledge and solve big problems, let's talk.
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.
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Equal Opportunity Employer*
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status and any other protected classification. We pledge to take every reasonable step to ensure that our applicants and employees are respected, treated fairly and with dignity. See the EEO poster, Know your rights poster, and NetApp EEO policy. NetApp makes reasonable accommodations, consistent with applicable laws, for religious purposes and for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions unless undue hardship would result.
State-specific postings/notices to applicants regarding contract compliance can be found here in English and here in Spanish, and fair employment practice information can be found here.
Reasonable accommodation
If you are an applicant with a physical or mental disability requiring an accommodation, or you require a religious accommodation for any part of our application process, please email careers@netapp.com. Each request for reasonable accommodation will be considered on a case-by-case basis, consistent with applicable laws and regulations. Please note, this email address is only for accommodation requests; we do not accept unsolicited resumes.
Data privacy
We care about your privacy and therefore ask that you read our Applicant Privacy Policy (PDF) before you submit any personal information to us.
NetApp may use an automated employment evaluation tool or similar tool as one of several tools, actions, and/or steps to assist with NetApp’s review of candidate applications for various hiring needs. Currently, when addressing certain hiring needs, NetApp uses the Eightfold tool which can provide an initial ranking of a candidate’s skills and experience, based on information provided by the applicant in the application and/or supporting documentation, in comparison to the NetApp designated key requirements of a specific role. Additionally, the tool may be used to help review and /or rank internal employees seeking promotion or other internal mobility.
An independent audit of the Eightfold Matching Model tool can be found at https://eightfold.ai/nyc-eightfoldmatching-model.
Candidates may request an alternative selection process which will not be subject to the Eightfold matching tool or to any electronic automated employment evaluation by contacting NetApp at careers@netapp.com. To bypass the Eightfold matching tool or any electronic automated employment evaluation, you must include a resume and job ID with your email to careers@netapp.com and you must include in the subject line of your email: Data Privacy Request. Candidates who have questions or want to request additional information on the source of data, type of data, and/or collection of data related to the candidate review process should contact NetApp at careers@netapp.com
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.
*Applies to applicants for employment in the United States.