Technical Support Manager

March 28

Apply Now

Receive Emails with Similar Jobs

PTC

WebsiteLinkedInAll Job Openings

PTC is a leading software solutions provider that focuses on transforming the way products are designed, manufactured, and serviced. The company offers digital solutions that improve product development, reduce costs, and enhance product quality by allowing collaboration across teams. PTC is renowned for its expertise in enterprise PLM and SLM, making it a preferred partner for manufacturers and service teams looking to optimize processes and innovate. Its tools are utilized by numerous Fortune 500 companies involved in discrete manufacturing, enabling significant improvements in manufacturing efficiency and service operations.

Product Development Solutions • PLM - Product Lifecycle Management • CAD- Computer Aided Design • Internet of Things • Application Lifecycle Management

5001 - 10000 employees

Founded 1985

🏢 Enterprise

📋 Description

• Build strong relationships and deliver exceptional results. • Lead a team of Support Engineers to provide optimal technical support. • Manage daily operations of Technical Support Engineers. • Experience managing remote teams. • Build relationships with Premier Support Managers, Account Managers, and Engineering. • Develop relationships with key stakeholders. • Oversee service ticket progress to meet customer expectations. • Lead or participate in new technology adoption. • Achieve team goals (CSAT, SLA, knowledge creation, case closure rate). • Ensure timely and accurate technical solutions. • Conduct weekly 1-on-1 meetings with team members. • Maintain technical skills across the team. • Perform case quality audits and monitor team statistics. • Conduct interviews and candidate recommendations. • Review negative CSAT feedback and perform post-mortems. • Create and review support process knowledge articles. • Manage disciplinary actions (PIP, Termination). • Participate in weekend and holiday on-call rotation.

🎯 Requirements

• 7 years in the software industry. • 3 years in technical support management, including people management. • Salesforce Administrator 201 certification. • Experience handling high-profile sensitive customers. • Excellent communication and interpersonal skills. • Proven ability to lead a remote team. • Strong organizational skills. • Knowledge of CRM/ERP applications. • Understanding of cloud-based environments (SaaS, PaaS). • Customer-focused. • Bachelor's degree in IT-related field or equivalent experience.

🏖️ Benefits

• Opportunity to earn a discretionary bonus. • Employee share purchase program allowing purchase of discounted PTC stock. • Eligible for medical, dental, and vision insurance. • Paid time off and sick leave policies. • Tuition reimbursement. • 401(k) contributions and employer match. • Flexible spending accounts. • Life insurance. • Disability coverage. • Generous commuter subsidy.