Technical Support Manager

2 settimane 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

  • Technical Support Manager

    1 settimana fa

    Monte San Pietro, Italia Datalogic A tempo pieno

    Job Description The Customer Tech Support Manager leads a team of Level 3 engineers which provide advanced technical support, application feasibility studies, and training for products under his/her responsibility. Elevate customer experience through proactive, timely, and empathetic technical support. This leader drives cultural transformation by fostering...

  • Technical Service Manager

    2 settimane fa

    Ponte San Pietro, Italia aruba.it A tempo pieno

    **Chi Siamo** Come Gruppo ci impegniamo a contribuire alla trasformazione digitale del Paese ponendoci quotidianamente l'obiettivo di essere al fianco di cittadini ed aziende, supportandone l’attività con le migliori tecnologie e con il massimo rispetto dell’ambiente. Il nostro obiettivo è quello di offrire ai clienti il miglior servizio possibile,...

  • TECHNICAL SUPPORT SPECIALIST

    2 settimane fa

    Castel San Pietro Terme, Italia Altro A tempo pieno

    Il Gruppo IMA è leader mondiale nella progettazione e produzione di macchine automatiche per il processo e il confezionamento di prodotti farmaceutici, cosmetici, alimentari, tè e caffè così come nell'automazione di processi industriali. Siamo costantemente orientati all’innovazione, grazie ad investimenti significativi in Ricerca e Sviluppo e ad un...

  • TECHNICAL SUPPORT SPECIALIST

    2 settimane fa

    Castel San Pietro Terme, Italia IMA Group A tempo pieno

    Il Gruppo IMA è leader mondiale nella progettazione e produzione di macchine automatiche per il processo e il confezionamento di prodotti farmaceutici, cosmetici, alimentari, tè e caffè così come nell'automazione di processi industriali. Siamo costantemente orientati all’innovazione, grazie ad investimenti significativi in Ricerca e Sviluppo e ad un...

  • Technical Customer Manager

    1 settimana fa

    San Pietro al Natisone, Italia Trivium Packaging A tempo pieno

    Trivium Packaging is a global sustainability leader in metal packaging with more than 60 locations worldwide, nearly 8,000 employees, and an annual revenue of approximately €3.0 billion.Trivium serves a diverse range of customers in a variety of end markets such as food, seafood, pet food, nutrition, beauty and personal care, household care, and premium...

  • Technical Support Engineer

    3 settimane fa

    Sesto San Giovanni, Italia ABB A tempo pieno

    Get AI-powered advice on this job and more exclusive features. Technical Support Manager Bei ABB unterstützen wir Industrien dabei, effizienter und nachhaltiger zu werden. Fortschritt ist bei uns keine Option, sondern selbstverständlich – für Sie, Ihr Team und die Welt. Als globaler Marktführer bieten wir Ihnen alles, was Sie brauchen, um diesen Wandel...

  • Technical Support Engineer

    3 settimane fa

    Sesto San Giovanni, Italia Altro A tempo pieno

    Technical Support Engineer – ABBBei ABB unterstützen wir Industrien dabei, effizienter und nachhaltiger zu werden. Fortschritt ist bei uns keine Option, sondern selbstverständlich – für Sie, Ihr Team und die Welt. Als globaler Marktführer bieten wir Ihnen alles, was Sie brauchen, um diesen Wandel voranzutreiben. Der Weg dorthin ist nicht immer...

  • Technical Product Manager

    7 giorni fa

    San Michele al Tagliamento, Veneto, Italia Amini A tempo pieno

    About UsAt Amini, we're reimagining AI for the Global South. By combining sovereign data, local infrastructure, and cutting-edge AI, we're helping 4 billion people connect to the digital economy and unlock new opportunities for growth. Join us in shaping the world's most inclusive AI revolution.Our core values of Collaboration, Innovation, Trust,...

  • Technical Support Specialist Junior

    2 settimane fa

    Castel San Pietro Terme, Italia Ima Group A tempo pieno

    Il Gruppo IMA è leader mondiale nella progettazione e produzione di macchine automatiche per il processo e il confezionamento di prodotti farmaceutici, cosmetici, alimentari, tè e caffè così come nell'automazione di processi industriali. Siamo costantemente orientati all'innovazione, grazie ad investimenti significativi in Ricerca e Sviluppo e ad un...

  • Technical Support Engineer

    3 settimane fa

    Sesto San Giovanni (MI), Italia ABB A tempo pieno

    Get AI-powered advice on this job and more exclusive features. Technical Support Manager Bei ABB unterstützen wir Industrien dabei, effizienter und nachhaltiger zu werden. Fortschritt ist bei uns keine Option, sondern selbstverständlich – für Sie, Ihr Team und die Welt. Als globaler Marktführer bieten wir Ihnen alles, was Sie brauchen, um diesen Wandel...