Job Overview
The Senior Manager of Customer Technical Support will lead and oversee the technical support operations for our software development of our Hard Drive products. This role involves managing a team of technical support engineers, ensuring exceptional customer satisfaction, and optimizing support processes to meet the company's service level agreements (SLAs). The ideal candidate will have a strong background in software development, customer support, and team leadership, with a passion for enhancing the customer experience through proactive problem-solving and continuous improvement.
Key Responsibilities
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Team Leadership and Management
- Recruit, train, and mentor a team of technical support engineers.
- Conduct regular performance evaluations, provide constructive feedback, and support career development for team members.
- Foster a collaborative and customer-focused team culture to achieve high customer satisfaction and operational efficiency.
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Customer Support Operations
- Oversee the daily operations of the technical support team, ensuring timely and accurate resolution of customer issues.
- Manage and monitor issue tracking systems to ensure SLAs and KPIs are met consistently.
- Develop, implement, and enforce support policies, procedures, and best practices.
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Customer Satisfaction and Escalation Management
- Serve as an escalation point for complex or high-priority technical issues, coordinating with other teams such as development, quality assurance, and product management.
- Analyze customer feedback and support metrics to identify trends, process improvements, and training opportunities.
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Technical Problem-Solving
- Provide guidance and troubleshooting support for escalated technical issues, utilizing knowledge of software development and systems.
- Ensure the support team is up-to-date with the latest product developments and industry best practices.
- Oversee the creation and maintenance of technical documentation, FAQs, and knowledge base articles for customer and internal use.
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Cross-Functional Collaboration
- Collaborate with Product Development, Sales, and Customer focused support teams to provide a seamless customer experience.
- Participate in product roadmap discussions, ensuring customer support needs and feedback are represented.
- Drive customer-centric enhancements and advocate for technical improvements based on customer insights and support data.
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Reporting and Analysis
- Develop and manage support metrics, reporting regularly on team performance, customer satisfaction, and product-related issues.
- Escalate critical or high-impact customer issues to upper management, ensuring awareness of urgent situations that may affect customer relationships or require immediate attention.
- Provide insights into product and service enhancements, supporting data-driven decisions across the organization.
- Utilize metrics to identify trends and opportunities for process optimization, training, and improvement of service delivery.
- BA/BS degree or higher in Business Management, Computer Information Systems (CIS), Management Information Systems (MIS), Operations and Information Management (OIM) or other equivalent combination of education and experience.
- Experience working on and managing projects or programs with cross-functional teams.
- Deliver solutions and strategies while mitigating or removing obstacles for your team members.
- Experience utilizing software to keep projects organized, track metrics, and report on progress.
- Experience in related roles such as business analysis, process design, analytics, and enterprise customer service / support.
- Proficiency in analyzing support data to drive decision-making and improvements.
Because Western Digital thrives on the power of diversity and is committed to an inclusive environment where every individual can thrive through a sense of belonging, respect, and contribution, we are committed to giving every qualified applicant and employee an equal opportunity. Western Digital does not discriminate against any applicant or employee based on their protected class status and complies with all federal and state laws against discrimination, harassment, and retaliation, as well as the laws and regulations set forth in the "Equal Employment Opportunity is the Law" poster.
