Technical Support - Manager with English Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.
Position:
Manager Technical Support with English and 1 of French / German / Italian. Looking for a new challenge where you contribute to our customers' digital transformation journeys? You've found it! Do you want to change the way we create our new interconnected world? Are you passionate to drive the future of innovation? If you're curious, collaborative and motivated, then PTC is looking for you!
Your Team:
As a member of our global support organization, you will be collaborating with support managers worldwide in providing world-class technical support to all clients. Your primary focus is managing 6-12 support engineers, their performance, and career development. You will work closely with services and account teams to ensure all issues are handled effectively to meet sales and services goals.
Your Impact:
As manager, you will be responsible for delivering superior-quality support services to our customers and partners and ensuring customer satisfaction while working alongside a highly talented and collaborative global team. As a member of the global management team, you are responsible for protecting and growing annual recurring revenue (ARR) by providing a seamless PTC experience to achieve our customers' desired outcomes and accelerate customers' success to go further than they thought possible. You act as the Voice of Customer to internal departments and will develop relationships with key business and technical stakeholders across assigned accounts.
Your Day-To-Day:
You will manage the workload within your team by setting appropriate work capacity expectations and leveraging all resources as needed. You will ensure that KPIs are met and core business processes are executed according to standards. You will provide technical or procedural directions and interact with customers and internal teams. You run regular case and metric review meetings and communicate the status of customer issues and overall health internally as necessary, within Support, to other departments and executives. You manage escalated customer issues and resolve them in conjunction with the escalation manager.
Your Skills and Knowledge:
Strong organizational skills. Willingness to travel occasionally. Ability to establish and maintain excellent relationships across various internal and external roles, from technical contributors to senior management.
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