Trend Micro Technical Support Manager/Senior Manager in Cork, Ireland

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Since 1988, Trend Micro has been an internet security pioneer tackling an expanding malware landscape. When you join Trend, you join a unique global family with more than 25 years of history, marked by an entrepreneurial spirit and vision that has assured our products are always on the cutting edge in a very competitive field. The company established its EMEA Operations Centre in Cork in 2003 and employs approximately 250 people across the following functions: Centralised Sales, Technical Support, Customer Operations, Information Services, Financial Services, Human Resources and Corporate Social Responsibility.

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At Trend, we are always looking for top talent. We hire capability 1st, and you will work with the best. When you join us, you have direct access to any level, and freedom to make an impact and influence. We expect leadership, not management. With Trend Micro, you drive your own development. We encourage thought leadership and advocate internal opportunity. Trend is like nowhere else. We embrace all of our differences and are motivated by challenge. We’re not just all about the money. You are recognised for your passion to succeed, and can be the best part of yourself here.

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The Role: The primary function of the Technical Support Manager will be to provide best-in-class technical support to Trend Micro’s customers. This role will report into the European Customer Support Director:

  • Supporting and helping to execute the overall strategy for the Technical Support Team

  • Monitoring and ensuring customers receive best-in-class enterprise technical support

  • Provide engineers with the support and tools needed to provide an excellent service with a customer centric approach

  • Handling escalated cases from Customers, Engineers, Technical Leads and Sales

  • Hiring the right talent for the team during the recruitment process and ensuring suitable induction and on boarding for all new hires, minimising new hire ramp-up time

  • Managing team and engineers’ performance in relation to targets and taking corrective measures as required

  • Ensuring professional development of employees based on individual and business needs

  • Increasing and sustaining required levels of employee engagement to meet business targets

  • Creating effective and realistic schedules and ensuring adherence to same

  • Develop relationship with other Technical Support Departments and ensure strong collaboration with Business Units and other functions within TrendMicro

  • To act as a professional and credible member of the Technical Support Management team and maintain strong collaboration with peers

  • Technology, Business related degree or equivalent professional qualifications

  • Education in technical field, and or industry certifications are advantageous

  • Preferably 2-5 years proven effective management experience within a technical customer support environment

  • Minimum of 5-6 years proven experience gained in a customer support background

  • Experience in working in a cross-cultural environment

  • Strong proven People Management skills

  • Excellent interpersonal and communication skills, both written and verbal

  • Effective communicator with a positive and confident attitude

  • A strong team player with a flexible approach

  • Strong business awareness and familiarity with partner business and support models

  • Fluency in written and spoken English is essential

  • Accustomed to functioning in a high pressured environment, working to tight deadlines

  • Awareness of commercial aspects of role

  • Demonstrating at all times ownership, engagement and proactivity

  • Ability to prioritize both internal and customer-facing tasks & show awareness of impact to customer business processes

ID: 2017-20448

Country: Ireland

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