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Manager, Technical Support
Cork, Munster, IrelandPosition Overview
We are seeking a passionate and experienced Technical Support Manager to join our EMEA technical support team. The ideal candidate will bring 3-5 years of technical support management experience, a strong operational understanding, and a drive to foster change and develop people. This role demands an ability to coach for performance, manage escalations, and excel in a fast-paced environment while maintaining exceptional customer communication and soft skills.
Key Responsibilities:
- Operational Excellence: Oversee daily operations of the EMEA technical support team, ensuring efficient and effective resolution of customer issues.
- Change Leadership: Drive continuous improvement initiatives and implement changes to enhance support processes and customer satisfaction.
- People Development: Mentor, coach, and develop team members to achieve their full potential and foster a collaborative, high-performing team culture.
- Performance Coaching: Provide regular feedback and coaching to team members to improve performance and achieve team goals.
- Customer Communication: Maintain a customer-centric approach, ensuring timely and high-quality support for all customer inquiries and technical issues, with a focus on clear and effective communication.
- Escalation Management: Handle complex and high-priority customer escalations, ensuring prompt and satisfactory resolution.
- Cross-functional Collaboration: Work closely with engineering, sales, and product management teams to address customer needs and provide feedback for product enhancements.
- Performance Monitoring: Track and analyze team performance metrics, identifying areas for improvement and implementing corrective actions as needed.
Experience:
- 3-5 years of experience in technical support management, preferably within the technology or cloud industry.
- Operational Understanding: Strong understanding of technical support operations, including incident management, problem resolution, and customer service best practices.
- Change Advocate: Proven ability to drive change and implement process improvements in a dynamic environment.
- Leadership: Exceptional people management skills, with a track record of developing and motivating teams.
- Performance Coaching: Demonstrated ability to coach for performance and provide constructive feedback.
- Communication: Excellent verbal and written communication skills, with a proven record of effective customer communication and soft skills.
- Escalation Management: Experience in managing and resolving customer escalations effectively.
- Problem-Solving: Strong analytical and problem-solving abilities, with a focus on delivering practical and efficient solutions.
- Adaptability: Ability to work effectively in a fast-paced environment, managing multiple priorities and adapting to changing demands.
- Customer Orientation: A deep commitment to providing outstanding customer service and building strong customer relationships.
If you are a dynamic and inspiring Technical Support Manager with a passion for operational excellence, people development, and customer communication, we encourage you to apply and join our EMEA technical support team at NetApp.
Please submit your resume and a cover letter detailing your relevant experience and why you are a great fit for this role.
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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.
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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.
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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.
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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 gdib@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.
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