Manages a team of Managers or Individual Contributors from either Functional or Technical Customer Support groups.
Drive work plans, provide technical direction and produce Technical Support procedures.
Work with engineering design managers, marketing managers and technical support employees to address product issues.
Seek approval from higher-level management for new support programs and directs their implementation upon approval.
May Create Technical Support schedules, work plans and program cost guidelines consistent with company standards.
Develop and apply new approaches to Technical support. Interface with management at all levels in order to understand and address any support issues.
Direct the development of Technical Support policies as needed. Interface with higher-level managers in various functions within the company to ensure that the functions of Technical Support are anticipating and meeting internal and external needs, are structured to operate efficiently and cost effectively and are structured to meet customer needs and generate accurate reports.
10+ years of professional experience in the consulting, customer support, or applications implementation area of the high tech or software industry. Experience with enterprise software, consumer software or database software is required. Must be a leader and motivator with a clear understanding of the market requirements, customer base and challenges facing a fast growing company.
Excellent written and oral communications skills Excellent presentation and negotiation skills. Conflict Management skills required. Demonstrated leadership and management skills with the ability to lead rather than to control. Capable of building and managing a team Experience working with diverse, multicultural teams A team player with a collaborative management and coaching style Capable of dealing with and managing others through rapid and constant change Able to effectively allocate resources to maximize team performance Ability to devise and implement business plans Time management, multitasking capabilities Excellent analytical and organizational skills Outstanding customer service commitment and professionalism. . Experience providing and driving strategic direction and guidance to Technical Support teams and direct reports. Ability to interface cross-functionally with other departments within the organization to achieve goals.
Fundamental understanding of business cycle . Ability to establish managerial credibility. Possesses a continuous improvement mindset of ownership, honesty, accountability, empowerment and trust
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