Manager, Technical Support Engineering
Full time
at Salesforce
in
Ireland
Posted on November 14, 2024
Job details
Description
A Technical Support Manager is responsible for ensuring the success of our customers by effectively managing a team of Technical Engineers along with associated support projects and processes. This role involves handling critical customer issues, career development of individuals, and project management processes. The successful candidate will be customer-obsessed, independent, self-motivated, proactive, results-oriented, influential, experienced in dealing with business leaders and company executives and be able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services. This position will be located at Salesforce’s Dublin office and will report directly to the Director of Technical Support, based in Bengaluru, India. Location: Dublin Responsibilities:- Manage a team of highly skilled multi-lingual support engineers that are located in Dublin to handle daily case volume and major customer issues
- Hire, develop and evaluate personnel to ensure an efficient business operation.
- Conduct regular 1:1 meetings and formal reviews with team members to supervise progress, set expectations and mentor and develop employee skills
- Receive and manage customer complaints and escalate to appropriate personnel ensuring successful and timely resolution
- Identify and implement changes to methods, processes, systems and technologies to improve operational metrics.
- Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers
- Ensure the delivery of high-quality technical and soft-skills training for direct reports
- Deliver performance evaluations for all direct reports and provide regular feedback on performance in terms of agreed-upon performance and employee development goals
- Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
- Lead workflows and schedules for direct reports and ensure adequate workload coverage
- Deliver regular reports that provide qualitative and quantitative descriptions of business performance
- Lead key processes including FAQ analysis, case reviews, and customer feedback analysis
- Advocate for customers and define ways to continually contribute to the customer experience
- Develop and facilitate the professional growth and development of team members
- Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues
- Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management
- Management Experience:
- Proven experience in managing a technical support team.
- Ability to lead and mentor team members.
- Technical Expertise:
- Familiarity with cloud computing, software, Java Development, and related technologies.
- Customer Focus:
- Dedication to ensuring customer satisfaction.
- Experience in handling partner concerns and resolving sophisticated issues.
- Communication Skills:
- Excellent written and verbal communication skills.
- Ability to explain technical concepts to non-technical partners.
- Problem-Solving:
- Strong analytical and problem-solving skills.
- Capacity to identify and address technical issues efficiently.
- Process Improvement:
- Experience in implementing and improving support processes.
- Ability to optimize workflows for efficiency.
- Team Collaboration:
- Collaboration with multi-functional teams, including Sales, Consulting, CSM, TAM, Program Management, and Product Management
- Documentation:
- Keeping records and documentation up-to-date.
- Certifications:
- Mulesoft certifications
- Technical Proficiency:
- Knowledge of Mulesoft platform and related technologies.
- Familiarity with programming languages like Java.
- Expertise in cloud-based technologies, integration, and Developer platforms.
- Data Analysis:
- Proficiency in data analysis and reporting tools, such as Tableau and Analytics.
- Project Management:
- Experience in project management methodologies.
- Ability to handle multiple projects and priorities.
- Customer Relationship Management & Escalation Management:
- Develop and sustain relationships with Key accounts.
- Manage Customer Escalations
- Training and Development:
- Experience in developing training materials and conducting training sessions for support staff.
- Innovation:
- Proven track record to introduce innovative support solutions and technologies.
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It's your chance to enrich both your personal and professional life. Explore our comprehensive course offering - Retail & Store Assistant with Warehouse Management.<br /> <br /> <strong>Delve into Seven immersive CPD Accredited courses, each a standalone course:</strong><br /> <br /> <strong>Course 01: </strong>Retail Management<br /> <strong>Course 02: </strong>Business Management<br /> <strong>Course 03: </strong>Retail Associate Certificate<br /> <strong>Course 04: </strong>Supply Chain Management<br /> <strong>Course 05: </strong>Store Assistant<br /> <strong>Course 06: </strong>Inventory Management Training<br /> <strong>Course 07: </strong>Warehouse Operative<br /> <br /> <strong>Do you want to journey through a vast expanse of theoretical knowledge, discovering new realms of understanding along the way?</strong><br /> <br /> The Retail & Store Assistant with Warehouse Management bundle is here to light up your pathway to wisdom. 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It's your chance to enrich both your personal and professional life. Explore our comprehensive course offering - Retail & Store Assistant with Warehouse Management.<br /> <br /> <strong>Delve into Seven immersive CPD Accredited courses, each a standalone course:</strong><br /> <br /> <strong>Course 01: </strong>Retail Management<br /> <strong>Course 02: </strong>Business Management<br /> <strong>Course 03: </strong>Retail Associate Certificate<br /> <strong>Course 04: </strong>Supply Chain Management<br /> <strong>Course 05: </strong>Store Assistant<br /> <strong>Course 06: </strong>Inventory Management Training<br /> <strong>Course 07: </strong>Warehouse Operative<br /> <br /> <strong>Do you want to journey through a vast expanse of theoretical knowledge, discovering new realms of understanding along the way?</strong><br /> <br /> The Retail & Store Assistant with Warehouse Management bundle is here to light up your pathway to wisdom. This bundle offers a comprehensive journey through seven meticulously chosen courses, each designed to broaden your understanding and enhance your critical thinking skills. Dive deep into complex theories, principles, and frameworks at your own pace, and gain a nuanced grasp of each subject.<br /> <br /> Equip yourself with the Retail & Store Assistant bundle, and empower yourself to navigate your career or personal development journey with confidence. Sign up today and begin to kindle the flames of your professional growth!<br /> <br /> So, why wait? Join the Retail & Store Assistant with Warehouse Management community today and start your enlightening voyage of discovery!<br /> <br /> <strong>Learning Outcomes:</strong> <ul> <li>Upon completion of the Retail & Store Assistant with Warehouse Management Bundle, you will be able to:</li> <li>Attain a holistic understanding in the designated areas of study with the Retail & Store Assistant bundle.</li> <li>Establish robust bases across each course nestled within the Retail & Store Assistant bundle.</li> <li>Decipher intricate concepts through the articulate content of the Retail & Store Assistant bundle.</li> <li>Amplify your prowess in interpreting, scrutinising, and implementing theories.</li> <li>Procure the capacity to engage with the course material on an intellectual and profound level.</li> <li>Become proficient in the art of problem-solving across various disciplines.</li> </ul> <strong>Description</strong><br /> Entering the Retail & Store Assistant with Warehouse Management bundle is like stepping into a realm filled with profound theoretical insights. Each course in this unique bundle takes you on an in-depth journey, carefully designed to unravel intricate theories, principles, and frameworks. As learners engage with each module, they are encouraged to explore, question, and immerse themselves in knowledge, thereby deepening their understanding and sharpening their critical thinking abilities. Every course offers a deeply personal and enlightening engagement with the material.<br /> <br /> The Retail & Store Assistant bundle excels in accommodating a diverse range of learning preferences and lifestyles. It allows learners the flexibility to study at their own pace, crafting their own unique journey of discovery. This bundle is more than just an educational experience; it supports personal development and helps learners adeptly handle the complexities of the modern world.<br /> <br /> Furthermore, the Retail & Store Assistant bundle paves the way for a fulfilling career. The deep theoretical knowledge gained equips learners for a variety of career paths, including academic research, consultancy, and program management. The insights gained from the Retail & Store Assistant bundle empower learners to contribute significantly to their chosen fields. Begin your journey with the Retail & Store Assistant bundle and let knowledge lead you to a promising future.<br /> <br /> <br /> <strong>What will make you stand out?</strong> <ul> <li>Courses accredited by the UK's top awarding bodies.</li> <li>Opportunity to order PDF & Hardcopy Certificate.</li> <li>Lifetime access to the whole collection of learning materials.</li> <li>Interactive Content.</li> <li>You can study and complete the course at your own pace.</li> <li>24/7 Student Support.</li> <li>Opportunity to learn from trained professionals.</li> <li>Affordable price.</li> </ul> <strong>Who is this course for?</strong> <ul> <li>Individuals keen on deepening their firm understanding in the respective fields.</li> <li>Students pursuing higher education looking for comprehensive theory modules.</li> <li>Professionals seeking to refresh or enhance their knowledge.</li> <li>Anyone with a thirst for knowledge and a passion for continuous learning.</li> </ul> <strong>Career path</strong><br /> <br /> Armed with the Retail & Store Assistant with Warehouse Management bundle, your professional journey can reach new heights. 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