Your next adventure at VMware is only a click away! At VMware, we are committed to helping our people grow professionally. Our talented employees exemplify our shared values and continue to drive our company to new heights. If you see a position that might be right for you, we encourage you to apply and continue to be a part of our EPIC2 community. Job Description As Supervisor of Technical Support, you will have the responsibility to manage a highly skilled technical support team in our organization. You will work closely with our Technical Support Management team including the Managers, Sr. Managers of Technical Support, Director of Technical Support, Western US and the VP of Global Support Services, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers. Responsibilities Provide superior technical support and service to the VMware customer base Interface with the field, sales, and service organizations and directly with the customer base on critical escalations and call resolution Manage and develop the support teams, including hiring, professional development, and proactive project work Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management Develop and implement practices that measure the effectiveness and performance of the Technical Support Function Lead and/or being involved in Global Strategic Initiatives Work with VMware’s engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions Requirements 8 plus years of experience in the software industry with a minimum of 4 years in technical support management, including people management Background in the development and management of remote support groups, international support groups, and 24×7 support operations Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization BS/BA degree or equivalent technical experience, MBA a significant plus Experience in enterprise technical support in Tier 1 product companies is highly desirable Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable Good communications and interpersonal skills Track record of accomplishment and effectiveness within organizations Familiarity with CRM or incident tracking and management systems such as Siebel, Remedy, Clarify, etc Category : Client Support Subcategory: Technical Support Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2021-08-15 VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com. Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.
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