Customer Support Team Manager

Job Description

Job Description

Role

Summary:

The Staff Customer Support Team Manager oversees front-line support to our customers for various inquiries using a mix of technical troubleshooting and customer service skills. Our customers include engineers, developers, integrators, and end users. This role serves as the primary facilitator to drive efficient and customer-centric processes and service for our customer base, while achieving optimum customer relationships, issue handling and time to resolution for all incoming issues.

Responsibilities:
Ensure customers success by fostering a balanced relationship that benefits both Wabtec and the customer with the goal of producing the highest level of customer support and satisfaction. Manage and deliver solutions for incidents and service requests that meet or exceed Customer Service Level Agreements (SLAs) and Wabtec Service Level Objectives. (SLOs)

In this role, you will:

• Engage with clients on complex and escalated cases. Lead investigations to facilitate implementation of solutions while adhering to change control and compliance protocols.

• Establish and grow relationships with functional peers, internal and client teams.

• Provide work direction to team members. This includes case management, shift and time off scheduling, and project assignments and tasks, yearly reviews and other items determined by the Senior Support Director.

• Develop, document and train team members on custom or standard programmatic solutions using the available tools & utilities, coding conventions and quality control procedures.

• Participate in the CP process to ensure Support has required training and tools for supported products. Work with Engineering and Product leaders to define, schedule and deliver training and tools to support new releases or address high value issues.

• Knowledge transfer - Author user/technical documentation and case notes at an SME level. Act as a technical resource or mentor. Create and/or update Knowledge Articles as needed in the appropriate Knowledge tool(s).

• Act as escalation resource for Tier 1, Customer Support Engineers, peers and customers.

• Review, investigate and enhance escalated issues prior to assignment to Sustaining Engineering teams.

• Research and troubleshoot issues involving all aspects of Wabtec solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems.

• Manage team caseload to ensure callbacks and case follow through as defined by the Case Management Guidelines. Review, update and take ownership of cases from Support Engineers as necessary to deliver on SLOs/SLAs.

• Manage, measure and improve Support and Customer Satisfaction metrics. Monitor goals in support of departmental and corporate strategies, services requests queue management, reporting analysis (service response rate, team/individual stats, CSAT, staffing, overall performance).

• Troubleshoot and identify product problems for presentation to engineering for resolution or disseminate appropriate information necessary to correct configuration issues.

• Drive operational excellence via continuous process improvement using ITIL.

• Provide 7x24x365 support to Tier 1 and T2 as needed to meet SLAs/SLOs.

• Works to meet or exceed all team KPIs.

Qualifications:

• Bachelor's Degree strongly preferred.

• A minimum 5-10 years of professional experience required.

• Experience in the usage of ITIL v3 service management is required.

• At least 3 years of experience in a phone, e-service, and onsite IT support services environment required.

• 5+ years of customer-facing experience required.

Technical Expertise:

• Expertise in analyzing and infrastructure, network and software performance issues. Hands-on installation and/or troubleshooting expertise in one or more of the following technologies:
Linux/Unix Operating Systems, Database systems (Oracle/SQL Server), Storage, Backup, Disaster Recovery, Monitoring tools…