Saas Support Manager

Location: Bengaluru

About Dover:  Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments:
Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible.

Designation:  SaaS Support Manager

Experience:

13-15 Years

Location:

Bangalore

Roles & Responsibilities :
Team Leadership & Operations
Self-Service & Deflection
Issue Resolution Effectiveness
Support Efficiency & Speed
Customer Satisfaction & Quality

Must Have

Skills:

Team Leadership:
Manage, mentor, and upskill L1/L2 Technical Operation Engineers handling end to end Site onboarding assistance (device linking and troubleshooting) and complex SaaS SW and IoT issues.
Operational Excellence:
Establish, monitor, and report on key support metrics, including customer satisfaction (CSAT), first contact resolution (FCR), and backlog health.
Escalation Management:
Act as the primary escalation point for Site onboarding assistance, high-priority customer issues, guiding the team toward swift resolution.
Engineering Alignment:
Drive cross-functional collaboration with Product and Dev Ops/Engineering teams to prioritize bug fixes and product enhancements based on support trends.