Manager, Product Support Engineering
9000 - 18000 SGDFull-time
F5 Networks Singapore Pte Ltd
Role Overview:
The Product Support Engineering manager for Enhanced Services is a key member of the Support management team providing direct supervision to a combination of Service Delivery Managers and others related to their managerial accounts. They are responsible overall team management, are accountable for the global consistency of our Enhanced Services offerings.
Responsibilities:
- Acting as an escalation point, as required, to ensure our most valuable customers’ issues are resolved
- Supervision of exempt and/or nonexempt level staff which includes but not limited to, conducting performance evaluations, approving paid time-off (PTO), assigning or delegating work, providing on-the-job training, giving guidance to staff, conducting performance improvement plans, taking disciplinary action, and interviewing candidates for open positions
- Regularly interacts with other leaders within and outside of F5 gaining cooperation and solutions for the team and customers
- Manage customer interaction by coordinating communication internally and externally and directing issues to resolution
- Ensure high customer satisfaction on all support related interactions by managing the team to the processes and standards outlined in F5’s Quality Management System
- Contribute to process and infrastructure improvement
- Assist in the Service Sales process in helping customers see the value of our Enhanced Services offerings
- Perform other related duties as assigned
Requirements:
- 7 years management experience in a technical support role
- BA/BS or equivalent
- Experience in a technical support role a plus
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 with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).
Vacancy posted 13 days ago
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