The Global Software/Firmware Support Lead is responsible for driving strategic initiatives and continuous improvements across end-to-end processes for the software and firmware support organization. This role will align all strategic initiatives for processes, policies, and technologies across geographies. The Software/Firmware Global Lead will play a crucial role in ensuring our support organization is equipped with the knowledge, training, and processes needed to deliver outstanding service to our customers.
Key Responsibilities:
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Lead the development and maintenance of knowledge bases for our Software/Firmware products.
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Design and deliver training programs for customer support teams to ensure they are well-equipped to assist customers with Software/Firmware issues.
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Establish and optimize support processes to enhance efficiency and effectiveness.
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Collaborate with product management, engineering, and other cross-functional teams to stay updated on product changes and ensure support readiness.
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Monitor and analyze support metrics to identify areas for improvement and implement corrective actions.
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Act as a subject matter expert for our Software/Firmware products within the customer support organization.
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Drive continuous improvement initiatives to enhance the overall customer support experience.
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Oversee the support process and training for Software/Firmware at Levels 2-3 and maintain a strong relationship with Customer Support Engineers (CSE) to drive product improvements.
Minimum Requirements:
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8+ years in-depth functional expertise in Customer Support or related field.
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Domestic and international travel is required.
Preferred Qualifications:
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Bachelor’s degree in Business, Engineering, or Computer Science.
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MS Dynamics 365 experience.
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5+ years project leadership experience.
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Excellent written and verbal communication skills to effectively communicate with all levels of management and teams.
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Ability to quickly absorb product and process knowledge and apply appropriately to meet strategic goals.
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Strong analytical skills, knowledge of benchmarking processes and application of best practices, and problem-solving skills.
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Global experience.
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Formal Continuous Improvement training (i.e., Six Sigma).
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Ability to influence.
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Decisive yet collaborative leadership style.
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Creative problem solver.
Soft Skills:
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Strong teamwork and collaboration skills.
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Excellent problem-solving abilities.
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Effective communication and interpersonal skills.
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Leadership and mentoring capabilities.
How to Apply ?
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