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NetApp · 4 hours ago

Manager, Technical Support - Second Shift

Morrisville, NC

Full-time

Hybrid

Mid, Senior Level

$115K/yr - $149K/yr

5+ years exp

NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. In this second shift position, you will directly manage a group of individual contributors who are technical support and escalation engineers, ensuring operational metrics are met and providing excellent customer service.

Cloud ComputingData ManagementData StorageInformation Technology

Culture & Values

H1B Sponsor Likely

Responsibilities

Directly manage a group of individual contributors who are technical support and escalation engineers

Requires close supervision and detailed instruction on assignments / regional projects, usually technical in nature

Requires operational knowledge of area of functional responsibility

Assigns goals, tasks, reviews work, and writes individual appraisals

Ensures operational and case metrics are met according to company standards

Must demonstrate excellent customer service skills and technology know-how needed to work successfully in high-pressure, time-sensitive situations where customer satisfaction is the goal

Lead Technical Support Engineers and Escalation Engineers who are diagnosing, troubleshooting, and repairing complex customer issues related to products and solutions across the NetApp product portfolio

Skilled at talent management, including assessment, deployment, development, reward, and retention

Demonstrate a clear understanding of the local goals and requirements to successfully manage your business. This includes maintaining minimum staffing requirements, adhering to standards, following defined processes, providing floor presence, and partnering across verticals, departments, and sites

Responsible for assessing and reviewing employee performance and providing a framework for training, development, and career growth. Serve as a mentor for more junior-level managers

Experience in cross-organization collaboration and communication skills

Ability to work in a fast-paced, reactive, changing, and sometimes demanding technical call center atmosphere

Implement strategies focused on driving continual improvement to Support delivery and the overall Technical Customer Support experience

Qualification

Technical Support ManagementTalent ManagementCross-Organization CollaborationCustomer Service SkillsPerformance AssessmentMentoringFast-Paced Environment Adaptability

Required

A minimum of 5+ years of relevant experience, as outlined above, is required; with supervisory, leadership, and/or management experience