Purpose
Investigates, analyses, large and complex (new and existing) problems, within the agreed guidelines and time, so that the solution is in accordance with the SLA. Leads, manages and coaches Support Engineers.
Tasks and Responsibilities
The Team Leader Support leads the team of Support Engineers The Support Team is responsible for registering, reproducing and solving problems related to the company’s product suite and answering complex queries about its functionality and usage. Support consists of incident analysis, reproduction of the problem in a standard environment or copy of the customer environment and providing timely solution to the problem. Based on the analysis the customer is provided with either a solution, advice on configuration settings or fine tuning.
1. People management of direct reports
Main activities
- Contribution in selection process of resources;
- Performance review meetings, bonus plans;
- Coaching, stimulating development of individuals.
2. Develops team competences and organize knowledge sessions
Main activities
- Developes and increases individual team member competences
- Creates and stimulates actively knowledge sharing
- People management skills
3. Service oriented; with high problem solving skills
Main activities
- Has a strong customer focus and is well aware of the importance of the support role for our customers, partners and company itself
- Is analytic, driven and committed to find independently the answer to any support question
- Works well in a team and resolves problems
- Excellent customer services and communication skills
- Is eager to build up and maintain strong knowledge of our products
- Highly driven, strongly solution and service minded as well as pro active
4. Planning, Administration and Reporting
Ensures timely and correct planning and administration, within the company standards and
agreements and in accordance with customer-administrations, to ensure a professional
delivery.
Main activities
- Ability to effectively determine goals, priorities and time required, indicates courses of action and resources needed to achieve particular goals
- Discipline and accuracy to provide up-to-date management reporting on a regular basis
- Ensures timely and correct administration of time sheets;
- Ensures delivery within time, within budget and agreed quality;
- Monitors progress on tasks of team members
- Communicates on forehand about possible delays or overrun.
Quantitative
- x% of hours are productive or payable (to be defined in the yearly job plan)
- Leads and manages team up to 10 persons
Job Requirements
Education
- BSc level
Experience, knowledge and skills
- More than 7 years in customer support role(s)
- Leadership capabilities,
Competences