Technical Support Section Manager
PTC - The Product Development Company - Needham, MA

This job posting is no longer available on PTC - The Product Development Company. Find similar jobs: Technical Support Section Manager jobs - PTC jobs

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.

Primary Responsibilities:
  • 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
team

  • Focus on customer satisfaction through activities including reviewing survey results, managing escalated situations, and representing PTC Support on
customer conference calls

Requirements:
  • Ability to establish and maintain excellent relationships across a wide variety of internal and external roles, from technical
contributors to senior management

  • 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
Experience Required:
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.

Basic Qualifications:
Bachelor’s Degree and 4 years of technical support work experience required.

PTC - The Product Development Company - 20 months ago - save job - block
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About this company
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PTC (Nasdaq: PMTC) enables manufacturers to achieve maximum value from their product strategies with software and services designed to...