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

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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