This role is an entry-level management position focused on driving a high level of PTC customer satisfaction through ensuring their group provides superior customer service. The primary focus of this role is managing 5-10 engineers, their performance and career development, along with the day-to-day operations of the group. This role also requires a strong focus on customer service, working with PTC’s customers, and representing
their needs internally to PTC.
- Manage a group of 5-10 technical resources including providing them with ongoing communication and supporting them to ensure that all performance goals are being met
- Manage workload within the team including setting appropriate expectations on work capacity and leveraging all resources as needed
- Deliver regular performance reviews and collaborate on career development plans with all individuals in the team
- Review group activities with Technical Support management to identify areas for skill and process improvement, and communicate actions back to the
customer conference calls
- Focus on customer satisfaction through activities including reviewing survey results, managing escalated situations, and representing PTC Support on
contributors to senior management
- Ability to establish and maintain excellent relationships across a wide variety of internal and external roles, from technical
- Excellent customer service, management and communication skills
- Ability to analyze incident patterns and take appropriate actions resulting in proactive support
- Ability to improve and develop Technical Support policies and procedure
- Strong negotiation and objection handling skills
- Ability to effectively manage crisis situations
- Ability to manage customer expectations clearly, concisely, and in summary format
- High level of initiative and works well in a team environment
Ideal candidates will have a Bachelor’s Degree and at least 4 years of work experience with an additional 1-3 years of management experience.
Bachelor’s Degree and 4 years of technical support work experience required.
PTC - The Product Development Company - 20 months ago
PTC (Nasdaq: PMTC) enables manufacturers to achieve maximum value from their product strategies with software and services designed to...