Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! This job is located in Guadalajara, Mexico The Challenge You Get to Accomplish Do you take pride in excellent and quality customer success?
Then this could be an exciting opportunity for you. For many of our customers, our Support Centers are the first port of call when facing an IT crisis.
In 2017, F5 Networks support centers fielded over 2,600 cases per week and over 130,000 cases annually. This hub of fast and reliable F5 specialist help us keep our customer satisfaction scores consistently above 9.
0 (and higher!) out of 10. We are seeking a Manager, Global Support who will be a vital member of the Network Support Center Leadership Team providing direct supervision to Network Support Engineers and Technical Support Coordinators.
In addition, you are responsible for the overall team management and accountability. You will be the key contact for issues from customers and partner organizations.
A successful individual will be required to interact with the customers or partner regarding high profile and on occasions, high impacting events during intense situations.
We would like you to be accountable for operational results, in particular, the customer satisfaction and their happiness in our services.
The satisfaction ratings are one of a number of top quality objectives that drive the success and continuous improvement within this role.
You will work together with multiple Global Support Center locations requiring leadership skills to address both immediate operational actions and strategic teamwork in line with F5 policies and quality management system.
What will you do? Your management duties include the supervision of exempt and / or nonexempt level staff. This includes but is not limited to, conducting performance evaluations, approving paid time-off (PTO), assigning or delegating work, providing on-the-job training, giving mentorship to staff, conducting performance improvement plans, taking disciplinary action, and interviewing potential candidates for open positions.
You will lead the customer interactions by coordinating communication internally and externally and directing issues to resolution.
We expect your team to ensure high customer satisfaction on all support related interactions by leading the team to the processes and standards outlined in F5's quality management system.
We want an individual that will be creative and proactive as you will need to contribute to process and infrastructure improvement.
You may be asked to perform other duties as assigned. Bring these skills with you : We highly seek someone with a proven track record in managing and developing employees You will build and fosters an inclusive, collaborative, integrated team by soliciting feedback and encouraging open communication Someone who thrives in a dynamic, matrix-managed environment across local, regional, and global offices A knowledgeable individual who has the experience of common support center metrics Someone who has led and developed teams to key performance indicators as well as a strong focus on customer satisfaction We prefer that you have experience with case management ticketing systems and workforce management programs Experience handling advanced enterprise customer situations relating to support and system availability You should have the capability to relay complex technical issues to a wide range of audience with a strong capacity to communicate fluently in English and Spanish (written and oral) You should be able to work in a highly-collaborative team environment What's required of me?
You bring 5+ years' experience in a customer service role; with at least 3 years in people management. You have a BS / BA Computer Science or a related field or equivalent work experience.
Ideal if you hold past experience in a technical support role. It would be awesome if your experience included managing engineers.
Sometimes, we might need you to be on call and have you work outside our normal hours (evenings and weekends). You'll be asked to travel nationally and internationally 5%-10% of the time spent.
The job requires the ability to lift up to 50 lbs. #LI-DC1 The Job Description is intended to be a general representation of the responsibilities and requirements of the job.
However, the description may not be all-inclusive, and responsibilities and requirements are subject to change. Please note that F5 only contacts candidates through F5 email address (ending ) or auto email notification from Yello / Workday (ending with f5.com or myworkday.com) .