Job Summary
We are seeking a passionate and experienced Technical Support Manager to join our APAC 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.
Job Requirements
Operational Excellence: Oversee daily operations of the APAC 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.
Education
5-8 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.
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.
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Why NetApp?
We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.
If you want to help us build knowledge and solve big problems, let's talk.
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