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Associate manager - Customer Support

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HP

1mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Germany, +15
    Remote

AI generated summary

  • You should have a relevant degree, 4-7 years of experience, management experience in support environments, ITIL/Six Sigma certifications, and be flexible for 24/7 shifts.
  • You will manage daily team activities, oversee supervisors and staff, ensure project prioritization, address escalations, track performance metrics, drive process improvements, and support operational strategies.

Requirements

  • Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.
  • Typically has 4-7 years of job-related experience or 2-4 years of management experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.
  • ITIL Certifications/Six sigma
  • Flexible to work in 24*7 shift (GA/AMS)

Responsibilities

  • Manages the daily work activities of teams providing remote (offsite) service, customer access, pre-sales, post-sales, or service delivery to address a range of business systems and applications issues for customers.
  • Supervises lower-level supervisors and highly skilled, non-exempt employees, prioritizing projects, ensuring goal achievement, and providing coaching and feedback for skill development.
  • Directs and guides departmental teams, participates in cross-department initiatives, and serves as an escalation point for subordinate employees and supervisors.
  • Ensures prioritization and effective assignment of day-to-day activities to the functional team, thereby ensuring tasks are completed within the defined timelines.
  • Delivers services encompassing standard, specialized, or complex systems, maintaining a predominantly tactical role.
  • Ensures operational excellence by closely monitoring critical performance metrics, guaranteeing team objectives and contractual commitments are achieved.
  • Addresses and monitors routine escalations, taking appropriate actions to resolve issues as required.
  • Identifies opportunities for process improvement and policy development, also actively engaging in their design and implementation.
  • Supports development of short-term and long-term functional strategies and plans that align with the organization's overall goals and objectives.
  • Ensures that proper tools are in place to support the team and key operational processes.
  • Flexible to work in 24*7 shift (GA/AMS)

FAQs

What are the main responsibilities of the Associate Manager - Customer Support?

The main responsibilities include managing teams providing remote service, supervising lower-level supervisors, addressing customer issues related to business systems and applications, monitoring performance metrics, managing escalations, and identifying opportunities for process improvement.

What type of experience is required for this role?

Candidates typically need 4-7 years of job-related experience or 2-4 years of management experience, preferably in remote support, telephone support, customer environments, or a related field.

Is a specific educational background required for this position?

A four-year or graduate degree in any area, or any other related discipline or commensurate work experience, is recommended for this position.

Are there any preferred certifications for this role?

Yes, preferred certifications include ITIL Certifications and Six Sigma.

What skills are important for success in this position?

Important skills include leadership, coaching, project prioritization, performance monitoring, problem-solving, and effective communication, particularly in a customer support environment.

Is this position shift work?

Yes, the role requires flexibility to work in a 24/7 shift environment, specifically GA/AMS.

What kind of teams will the Associate Manager oversee?

The Associate Manager will oversee teams providing remote service, customer access, pre-sales, post-sales, and service delivery related to business systems and applications.

How does this role contribute to organizational goals?

This role contributes by aligning functional strategies and plans with the organization's overall goals, ensuring the effective operation of support teams, and identifying process improvements.

What are some of the tools needed for this role?

The role ensures that proper tools are in place to support the team and key operational processes, though the specific tools are not detailed in the job description.

What is the importance of performance metrics in this position?

Performance metrics are critical for ensuring operational excellence, guaranteeing that team objectives and contractual commitments are achieved.

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HP

Technology
Industry
10,001+
Employees

Mission & Purpose

Our vision is to create a world where innovation drives extraordinary contributions to humanity. This vision guides everything we do, how we do it, and why we do it. Our technology – a product and service portfolio of personal systems, printers, and 3D printing solutions – was created to inspire our vision and we are doing everything in our power across climate action, human rights, and digital equity to make it so. We believe thoughtful ideas can come from anyone, anywhere, at any time. And all it takes is one to change the world.