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This job was posted by https://www.azjobconnection.gov : For more information, please see: https://www.azjobconnection.gov/jobs/6563414

Responsible for the technical support teams based in Scottdale AZ, Mexico City, MX and several employees that are classified as remote and have home offices. Sets individual\ performance expectations based on company and department goals. Goals may include Technical Support cases handled per day, Time to Resolution of Support cases, % of support\ cases closed within 7 days, maintaining a customer satisfaction score of 4.5 or greater, link rate to knowledge articles and case escalation rates. Responsible for creating a skill\ development plan for each of their direct reports. Each employee has a 3 year development plan that include the scheduling of all mandatory compliance trainings and skill development courses offered through our internal university learning program. All technical training is based off of the AVEVA portfolio of products. Specialize in the PI System products which consist of approximately 400 individual products. The first point of contact between the Sales team and the customer if technical issues are not being resolved in a timely manner. Actions to resolve issue may include meeting with customer to understand their problem, assign a technical expert to work directly, pull in additional resources from various other departments such as\ Customer Success Team, Product Marketing, R&D or any other resources needed to drive situation to resolution. Manages team members that are dedicated to the scoping and delivery of enablement services to our customer. The scoping team members work directly with the customer to develop a statement of work to be performed. The SOW identifies the deliverables of the service to be provided, identifies the time and date of services and any special circumstances that need to be identified to perform the service. Once SOW is completed the scoping member will match the service with the next available engineer that has the required skill set to perform documented service. Responsible for the accurate reporting of timesheets\ submitted by their direct reports. Identify and recommend process improvements to improve team efficiency and performance. Charged with being a location leader at the site. Assist with the scheduling and coordination of any site wide activities such as visits for VP, Sr. VP or CEO visits to Scottsdale. Participate in regular meetings with leadership to share information and feedback. Managers are effective in communicating both vertically and horizontally through the organization. This includes presenting business updates at weekly and monthly business meetings. Conduct effective team meetings. Participate in regional and global customer support leadership meetings to establish consistent goals and standards and other duties as assigned by management or required for specific region or location. Mentor team members on how to provide top quality Technical Support and the delivery of Enablement services,(services includes installing new software installations, upgrades to existing customer software and the delivery of technical trainings) prioritize assignments and balance workload through general mentoring and regular scheduled one-on-one meetings. Guide team members with skill development and performance improvement and develop career advancement and training plan for each team member.

Applicants who are interested in this position should apply submit a complete resume in English to leticia.garcia@aveva.com, search [Req. #CAST-2024. EOE.].