Manager – Applications Engineering

Location UK / Northern Ireland

Job Type Permanent full-time, TemporaryContract

Salary Negotiable

Updated 17 hours ago

Reference 1375440

 Job Description

Manage a group of highly skilled Technical Support Engineers, and further develop

  • Manage a group of highly skilled Technical Support Engineers, and further develop.
  • Lead the engagement of all parties necessary to ensure a timely resolution
  • Manage your team’s performance to ensure all KPIs are meeting the Business Objectives
  • Monitor and analyze daily, weekly, monthly, and YTD stats for Support team to be able to report progress and provide suggestions on trends and solutions
  • Review, propose, implement and constantly evaluate Support Operations processes and tools to improve efficiencies
  • Collaborating with other areas of the business regarding Customer Operations issues and processes
  • Providing feedback to team and small group members regarding overall operational efficiencies to increase awareness and improve performance
  • Ensure appropriate staffing levels and manage schedules to ensure optimal coverage
  • Identifying areas for on-going technical and non-technical training for the team
  • Defining, delivering, and supporting strategic plans for implementing strategic business objectives.
  • Develops and administers schedules and performance requirements for department.
  • Conducts performance reviews and provides feedback to employees.
  • Provides guidance to employees within established company policies.
  • Provides updates to senior management on project status and business objectives
  • Personally handle escalated client calls and client tickets as appropriate

 
REQUIREMENTS
 

  • Bachelor’s Degree, preferred
  • Experience in leading a technical team in a Global Enterprise Support environment
  • Demonstrated ability to lead and motivate others
  • Ability to communicate clearly within all levels of the organization
  • Strong technical aptitude and computer skills
  • Experience working within Global Teams is a must
  • Exceptional written and oral communication skills, able to synthesize complex information into succinct executive summaries for internal and external audiences
  • Must be able to tailor communication to meet the needs of the target audience.
  • Effective handling of multiple critical, client support situations and effectively communicate with senior management
  • Smart, creative, energetic, conscientious, and enthusiastic persona.
  • Enjoy fast-paced, energetic environment.
  • Project management skills to drive projects with multiple stakeholders and functional teams with confidence to conclusion in a timely manner