Manager, Technical Support - Second shift

Title : Manager, Technical Support - Second shift

Location :

Wichita, KS, US, 67228 Research Triangle Park, NC, US, 27709 Boulder, CO, US, 80302

Requisition ID : 127563

Job Summary

This second shift position is an excellent first step opportunity into a people management role, where you will directly manage a group of individual contributors who are technical support engineers.

Requires close supervision and detailed instruction on assignments / regional projects, usually technical in nature.

Requires operational knowledge of area of functional responsibility.

Assigns goals, tasks, reviews work, and writes individual appraisals.

Ensures operational and case metrics are met according to company standards.

Must demonstrate excellent customer service skills and technology know-how needed to work successfully in high-pressure, time sensitive situations where customer satisfaction is the goal.

Additional information :

• This is a second shift opportunity, with hours of Monday-Friday, 1pm-10pm ET / Noon-9pm CT / 11am-8pm MT. Additional compensation is offered for working a non-standard schedule. *
• This position can be in Research Triangle Park (RTP) NC, Wichita KS, or Boulder CO. Qualified candidates local to one of these locations need only apply! *

Job Requirements

Lead Technical Support Engineers and Escalation Engineers who are diagnosing, troubleshooting, and repairing complex customer issues related to products and solutions across the NetApp product portfolio.

Skilled at talent management including assessment, deployment, development, reward, and retention.

Demonstrate a clear understanding of the local goals and requirements to successfully manage your business. This includes maintaining minimum staffing requirements, adhering to standards, following defined processes, providing floor presence, and partnering across verticals, departments and sites.

Responsible for assessing and reviewing employee performance and providing a framework for training, development, and career growth.

Experience in cross-organization collaboration and communication skills.

Ability to work in a fast-paced, reactive, changing, and sometimes demanding technical call center atmosphere.

Implement strategies focused on driving continual improvement to Support delivery and the overall Technical Customer Support experience.

The qualified individual is interested in working second shift, with approximate hours of Monday-Friday, 1pm-10pm.

Education

A minimum of 5 years of relevant experience is required, inclusive of 3 or more years of team leadership and / or supervisory responsibility in a relatable environment.

Applicable education, certifications, and / or training are advantageous, but not required.

Compensation

The base salary range for this position is $122,000 - $149,000 and will be determined by the candidate's location, qualifications, experience, and education.

Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package.

This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and / or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies.

Benefits may vary by country and region, and further details will be provided as part of the recruitment process.

Nearest Major Market : Wichita

Job Segment : Technical Support, 2nd Shift, Call Center Manager, Call Center Supervisor, Information Technology, Technology, Night, Customer Service