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Global Support Manager

Kuala Lumpur
MY

A management role in delivering quality technical customer support to Software AG customers and partners, in accordance with departmental goals and objectives for quality, response and resolution times, and customer satisfaction.

The Global Support Manager manages Global Support Consultants in achieving workload management and Support Incident resolution. Represents product supportability and readiness needs for a product line and works with engineering counterparts in Research and Development (R&D) as an advocate of the customer’s interests for those products.

Additionally, represent Software AG Customer Support by building and maintaining ongoing business relationships with executive and field sales management within Software AG, with key Software AG customers, and with external, business-related organizations.


Periodically evaluate support trends and customer satisfaction rates to understand the effectiveness of Customer Support Services. Increase customer satisfaction by recognizing and driving process improvement opportunities and by ensuring customer issue visibility and resolution.

 

Job Description:

  • Management of daily operational activities of a defined team of Global Support Consultants
  • Reviews workload for Global Support Consultants, including coaching, advice, consultation, and collaboration to ensure issues are progressing in a professional and timely manner
  • Maintain proper level and coverage of technical and soft skills so as to ensure a high level of customer satisfaction with the Global Support Manager team’s services by identifying training requirements based on staff feedback and observation, arranging training sessions with the relevant development personnel, and assisting in or independently delivering internal training
  • Re-assigning of escalated issues that are particularly complex or high priority to appropriate resources.
  • Specialization in a specific product line.
  • Ensures and reviews technical diagnosis, investigation/problem reproduction and resolution of Support Incidents submitted by customers, consultants, and partners
  • Ensures regular and concise communication of case status to Support Incident contacts
  • Overseeing the creation and maintaining of product defect tickets with Research and Development on behalf of customer issues
  • Periodic Support Incident summaries and participation in conference calls for customers with high-priority issues
  • Attendance at regularly scheduled training events and “transfer-of-information” sessions with Research and Development
  • Attendance and participation at regular departmental meetings
  • Leading or contributing to development of Global Support processes and procedures to drive effectiveness and efficiency
  • Writing and/or reviewing technical articles and FAQs for customer self-service and re-use
  • Conducting personal research, learning, and experimentation in order to improve technical and soft skills on the relevant product line(s), related technologies and support processes/methods
  • Ownership and management of customer satisfaction for the Global Support Managers team, including performing root cause analysis and corrective action.
  • Comprehensive and current development plan in place for every employee.
  • Ensure appropriate team contributions to general knowledge pool (e.g. communications, Knowledge Base, training development and delivery, etc.).
  • Effectiveness of regularly scheduled 1-1’s and team meetings.
  • Effectiveness of informal and formal reviews of team members.
  • Provide effective personnel management including hiring, feedback, coaching, and development and rewarding, so as to maintain a high level of morale on the team.
  • Be a role model for the team.
  • Work closely with Strategic Support Management and other internal resources on escalations for Software AG customers and affiliates by managing high impact and high visibility product support services issues to resolution.  Direct and facilitate all needed resources within their team and possibly other vendors as needed, in order to provide a service solution (work closely with senior executives, field sales management and customer management).
  • Interface with R&D management and R&D engineers as the situation warrants.  Keep all parties within Software AG and within the customers’ environment, especially executive management, apprised of resolution plan, status, and outlook where appropriate.
  • Recognize service opportunities for Software AG customers and act upon these with the appropriate Software AG organizations.
  • Cultivate ongoing, systematic communication and positive working relationships with sales and sales management in order to ensure seamless interaction for customers between sales and support functions and organizations.
  • Advocate customer perspectives in and maintain knowledge of Global Support structures and processes. 
  • Represent Global Support with presentations and discussions for regional sales and customer meetings, as well as support industry trades groups including symposiums, seminars, and industry conferences.
  • Drive Global Support process improvements by analyzing and communicating information and trends with data emerging from escalation management, customer feedback, and customer interactions.

 

Skills

  • Service business maturity.
  • General Software AG product knowledge, including basic functional understanding of all products in the assigned product line.
  • Project management experience (coordination of resources).
  • Awareness of application design and product development.
  • Trouble-shooting expertise.
  • Enterprise-level data processing industry awareness.
  • Awareness of, or expertise in, several vertical market areas.
  • Competitive awareness.
  • Management training and multiple years of management experience.
  • Must possess a superior level of interpersonal and customer relations skills. Must be able to interact, present and negotiate at senior and executive management levels in both written and verbal communication.
  • Must be able to manage conflict and have excellent facilitation skills.
  • Must be able to work independently, with little direction, while balancing multiple competing priorities.
  • Must be able to build and maintain trust and credibility with a wide range of people, technical and management, Software AG and customer

 

Minimum Requirements

  • Minimum of 10 years related work experience, with at least 4 years supervisory experience
  • Experience with relevant technology which may include (some may be specific to a product line):
  • Demonstrated expertise with enterprise application integration (EAI), business process management (BPM) or services oriented architecture (SOA) technology
  • Distributed computing
  • Relational databases
  • Application programming (Assembler, COBOL, Natural, etc...)
  • Object-oriented programming (especially Java, but C++ experience also beneficial)
  • HTML, XML, Internet and electronic commerce technology
  • Familiarity with a variety of operating system fundamentals. Example Windows, UNIX, Linux, IBM Mainframe and OpenVMS.
  • Familiarity with several major corporate enterprise software suites and standards applicable to the product line (e.g. SAP, PeopleSoft, MQSeries, WebSphere, RosettaNet)
  • Strong customer focus
  • Superior written and verbal skills

 

Education and Experience

  • Bachelor’s Degree / Master in Computer Science or a related field or equivalent experience

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


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