*Technical Support Manager - Enterprise Application Support Job in Bedford, Massachusetts US
Job Description JOB TITLE: CUSTOMER SUPPORT MANAGER - ENTERPRISE APPLICATION SUPPORTGENERAL SUMMARYProvides focus with EMC for all service issues to our internal and external customers.
Acts as EMC''s ambassador/laision to the customer and as the customer''s representative within EMC. Applies technical expertise in order to resolve complex customer issues by coordinating the technical support between the field and Customer Service managers.
Interfaces with Senior Management, Engineering, Sales, Marketing, Customer Service and customers to resolve business, and technical issues on all products and services.
PRINCIPAL DUTIES AND RESPONSIBILITIES- Coordinates activities with Account Personnel from Sales, System Engineering, TSG and Customer Service to ensure all customer needs are met.- Acts as point of escalation for front line issues and concerns on specific problems relating to assigned region or country and is responsible for ensuring follow up and fault resolution.
Coordinates all aspects of ongoing service issues, technical assistance and direction to customers regarding EMC products.
- Identifies and facilitates the route of all technical queries and problem resolution from the customer / field to Corporate Technical Support and Engineering.
Advises EMC senior management of any developments and action plans.
Generates support plans to resolve complex service related problems.
- Integrates customer and EMC business requirements with technical requirements to determine best course of action when resolving customer issue- Enables sales by positioning solutions to protect EMC product image while identifying sales opportunities.
Gather customer intelligence on sensitivities and expectations.
- Analyzes customer technical problems with respect to business, operational and financial areas of customer service and has responsibility for making decisions relating to these issues.
Controls and directs internal resources in terms of setting time requirements and expectations.
- Ensures suitable level of service personnel and activity during problem resolution at all locations.
Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction.
- Interfaces with customer on behalf of senior management via customer meetings and written communication.
Responsible for acting as EMC CS Laision for customer visits to the Executive Briefing Center.
- Travel to customer sites and EMC offices as required.
Performs other duties as required.
Will carry a pager and will likely be called upon during off-hours to become actively involved in resolving a customer issue.EMC Proven Professional Certification desired.
SKILLSCustomer Service skill.
Organizational skills.
Ability to work independently.
Communication skills.
Presentation skills.
Interpersonal skills.
Sense of urgency.
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