Manager - Advance Technical Support

Description -

Job Summary

This role will lead the Advanced Technical Support (ATS) and Business Escalations team supporting the Personal System portfolio within APJ Markets. This role owns ATS operations in APJ markets, manages E2E escalations, and provides timely communication to internal and external stakeholders. This role is accountable for delivering ATS KPI within a defined goal and driving KPI improvements to improve overall customer experience. This role will partner with the Sales Category to support profitable growth through account retention and priority support to strategic accounts.

This role is responsible for leading individual contributors, overseeing multiple projects, and managing resources, timelines, and budgets. The role applies advanced subject matter knowledge to shape and integrate quality requirements into product development, design, and manufacturing. The role advises on quality tests, assesses impact with teams, and manages discontinuation if necessary.

Responsibilities

• Provides direct and ongoing leadership for a team of individual contributors, designing and integrating quality requirements and practices into the development, design, and manufacturing of products and solutions.
• Manages headcount, deliverables, schedules, and costs for multiple ongoing projects, ensuring resources are appropriately allocated.
• Ensures goals, objectives, timelines, and budgets are met following program and organizational roadmaps; submits a proposal for realignment of goals and budget if needed.
• Communicates project status and escalates issues to direct managers, program managers, and internal and external development partners.
• Advises on analytical test methods involved in quality assurance, works with internal teams to assess the impact, and drives the phase-out process if needed.
• Manages relationships with outsourced partners and suppliers, including setting expectations regarding deliverables, product quality, schedules, and costs.
• Ensures team members are effectively communicating and collaborating with outsourced resources.
• Identifies opportunities for process improvement and cost reduction, and recommends changes in alignment with business tactics and strategy.
• Monitors advances in competitors’ products to evaluate advances in quality expectations.
• Performs talent management responsibilities including recruitment, performance management, coaching, and career development.
• Ensures that proper knowledge and career development tools are in place to support ongoing team member and process development.

Education & Experience Recommended

• Four-year Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 5-7 years of work experience, preferably in service business management, customer service management, delivery, business planning, or a related field.

Preferred Certifications

NA

Knowledge & Skills

• Agile Methodology
• Analytics
• Business Strategies
• Customer Relationship Management
• Data Analysis
• Key Performance Indicators (KPIs)
• New Product Development
• Product Management
• Project Management
• Thought Leadership
• Value Propositions

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope

• Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.

Complexity

• Learns to apply basic theories and concepts to work tasks.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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