Technical Manager - Support and Incident Management
FR-Saint Herblain
Careers (External)
Req #: 1786
Type: Regular full-time
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Overview:
The Technical Manager oversees Support Team and Incident Management
The Technical Manager is responsible of the Support Team (3 people) that is bringing high-quality support to more than 300 customers in 3 fields:
- Incident management: our software is mission critical for our customers, the first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
- Technical support: our software is highly customizable, thus requires strong technical skills (IT, database, product, Interfacing, ), a good understanding of an ERP Software (MRP, CRM, MES) and a development process understanding (qualification, testing, validation, go-live, )
- Product assistance: our product has a very wide scope and Knowledge management is key to drive efficiency in Product assistance
Our ideal candidate is an energetic, tech savvy and customer-focused professional with the ambition to build a high-level class Customer Support Service. They can look past symptoms to determine root cause, make timely decisions on problems/issues requiring immediate attention, and take responsibility for their own performance and actions.
Graitec's transition from local support to global will give the role a great opportunity to expand into other market areas. This position represents a great opportunity for the successful candidate to further their career with full hands-on training provided in all aspects of the role.
Key Responsibilities
* Manage the team to meet Service Level Agreement.
* Monitor delays and performance on tickets resolution.
* Set-up dashboards to give visibility to support team, customers and internal players.
* Develop and maintain a system to priortise Incidents based on their impact on client business.
* Develop and maintain incident response plans and procedures.
* Maintain detailed records of incidents, their causes, and resolutions for post incident analysis and
improvement.
* Manage relations and actions plan with R&D and Experts teams to improve Customer support quality.
* Continuously Improve ticketing tools (Dynamics CRM), knowledge database and technical documentation.
* Update the knowledge base and documentation to facilitate quicker resolution of similar incidents in the
future.
Key challenges
* Being able to problem solve making rapid decisions and divert / allocate resources during times of high
pressure.
* Balancing priorities during times of high pressure or multiple system issues.
* Set-up strong process to ensure strong and accurate communications to customers.
* Evangelizing and implementing ITIL best practices in.
People Manager expectations
At Graitec, the team is our 1st asset and our people managers have then high expectations in regards to our employees experience. As such, they are accountable for:
* Fostering a One Graitec environment:
* Role model professionalism, integrity and trust in anything you do so you can expect that from your team
* Create an inclusive team experience where everybody feels respected and valued for who they are and what they bring to the team and the company
* Lead the team towards curiosity, positive energy, care and empathy for each-others across teams, functions, countries
* Intentionally foster collaboration across individuals, teams and business units to achieve more together
* Growing talents:
* Non-stop hiring - constantly identify, meet and assess talents to fulfill today and tomorrow needs
* Attract talents externally and internally that will contribute to the team achieving more
* Ongoing focus on each team member development enabling the team to continuously learn & grow
* Listen to aspirations and retain talents in a highly competitive market .ie non-stop re-hiring your team
* Driving clarity:
o Enable the team to understand the company priorities and understand how each contribute to it
* Deliver clear roadmap and ongoing feedback to team members so they ongoing understand where they stand individually and all together
* Coach the team to leverage resources and experts available to them to outperform business results together.
Key Success Indicators:
* Service Level Agreement - % of respect for easy, medium and critical issues
* Ticket backlog: low number of unresolved tickets in your queue
* Customer satisfaction rating & Customer retention rate
* Collaborate and work efficiently with solution line reps and managers to drive awareness and promote (enter business line)
* Drive clarity to team: Roadmaps, Performance
* Grow Talent: Attract, Retain, Develop
* Fostering one Graitec: Role Modeling, Diversity, Collaboration
Responsibilities:
What you must have done already:
* A minimum of 5 years' experience in Software Customer Support team
* Experience in ticketing systems, knowledge management and remote access tools
What is nice to have done already:
* Experience cloud-based solution IT support
* 1st Management experience
Qualifications:
* Ability to speak fluent English and French. Spanish skills will be appreciated.
* Results driven, focused on delivering quality work.
* Very good problem solving & troubleshooting skills.
* Attention to details.
* Excellent interpersonal skills, including, telephone and written communication skills.
* Professionalism, personal integrity, and reliability
* A positive 'hands-on' work ethic
* Initiative and enthusiasm guided by mature sense of judgement
* An adaptable and flexible team player
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