Technical Support Manager

7 giorni fa

Monte San Pietro, Italia Datalogic A tempo pieno

Elevate customer experience through proactive, timely, and empathetic technical support. This leader drives cultural transformation by fostering customer-centric behaviors, cross-functional collaboration, and team accountability. The manager also plays a key role in aligning support operations with product development, ensuring that customer pain points result in timely fixes and tangible product improvements.

**Key Responsibilities**:

- Team Leadership & Development:

- Serve as a role model in customer interactions, demonstrating clear communication, empathy, and active listening.
- Coach engineers to develop soft skills and customer service habits that enhance customer satisfaction and trust.
- Foster collaboration with Level 1 and Level 2 support teams to ensure continuity and customer visibility throughout the case lifecycle.
- Promote accountability and ownership within the team, encouraging direct engagement with customers when appropriate.
- Lead the cultural evolution of Level 3 support from a technically focused function to one rooted in customer experience and business value.
- Instill a sense of urgency in the team, with strong habits around deadlines, commitments, and issue resolution follow-up.
- Be a customer advocate — push for resolution of systemic product issues, influencing R&D and Product Management with clear feedback and impact narratives.
- Ensure support processes focus not just on resolving issues, but on giving value back to the customer at every step.
- Operational Management:

- Organize and oversee daily support operations, ensuring timely and high-quality responses to customers through different channels: support tickets, phone calls, and CRM interactions.
- Monitor KPIs (e.g., resolution time, customer satisfaction, ticket backlog) and implement corrective actions where needed.
- Manages escalations, handling customer facing meetings to address complex cases, while coordinating their resolution internally with other functions inside the company.
- Organize periodic technical product training to sales force
- Supports sales in pre-sales activities, such as RFP submission, technical presentations to end user
- Review and guide the team in troubleshooting methodologies, validation testing, and root cause analyses.
- Ensure accuracy and completeness in technical documentation (e.g., Technical Notes, Application Notes).
- Support the team in customer site visits and complex integrations when required.
- Improve knowledge management practices and develop tools or procedures to reduce ticket volume and response time.

**Requirements**:

- Education: Bachelor's degreein engineering, computers science, or related field required
- Languages: Italian, English Fluent
- Experience: 5 years of experience in managing technical teams, ideally in matrix or cross-functional environment.
- Cross-Functional Leadership:

- Proven ability to work across functions (Sales, R&D, Product, Quality) to align goals and resolve customer pain points.
- Experience influencing roadmaps, bug fixes, and feature prioritization based on real-world customer insights.
- Ability to build trust and credibility with both technical peers and non-technical stakeholders.
- #LI-IC1

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