In this role, you will be responsible to lead and manage a team of level 3 technical and product experts, who Serve as iTero Technical & Business focal point for regional support issues, and act as the primary link between the Field and the Organization.
As a Tier 3 Support Sr. Manager, you will be managing escalations and severities from the field, as well as leading highly complex customer support projects that require cooperation of many units in the organization, such as improving trouble shooting protocols and implementing support tools.
Key Responsibilities
Manage and mentor a team of Tier 3 experts, workload, emergencies and ongoing activities.
Build training plans for the team, make sure they are familiar with new development/ECOs.
Learn our customers and applications. Travel and meet Dr and labs in all regions.
Accountable End2End for problems solving till customer receives feedback
Work with the professional services team to support advanced activities and service improvements
Work with the knowledge and training team to help create and spread the global knowledge
Accept advanced cases escalated by support Tiers 1 & 2, Professional Services, and Partners.
Perform detailed problem analysis and root cause determination.
Escalate complicated unsolved issues including detailed logs, casework notes, diagnostics, and reproduce steps.
Provide assistance and knowledge to members of lower tiers.
Support NPI activities UAT, LMR and product launches.
Provide Feedback from the Install Base to R&D (functionality/HW)
Suggest improvements to the product based on field experience
Customer Support Experience from multidisciplinary product
8+ years of managerial experience
BSc in Mechanics/Software/Electronics/Industrial Management/Biotechnology
Analysis and troubleshooting capability.
Eager to improve the customer experience.
Excellent verbal and written communication skills.
Successful in global matrix organizations
English – Full working proficiency
