Job Description

AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life \xe2\x80\x93 such as energy, infrastructure, chemicals and minerals \xe2\x80\x93 safely, efficiently and more sustainably.

We\xe2\x80\x99re the first software business in the world to have our sustainability targets validated by the SBTi, and we\xe2\x80\x99ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We\xe2\x80\x99ve also recently been named as one of the world\xe2\x80\x99s most innovative companies.

If you\xe2\x80\x99re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at https://www.aveva.com/en/about/careers/

The Manager, Technical Support will lead and coordinate the activities of members from our Customer Support team to provide top notch support to AVEVA PI System customers, and to achieve established customer support and services goals.

Responsibilities:

Coach team members on how to provide top quality service, prioritize assignments and balance workload through general mentoring and regular scheduled one-on-one meetings

Set performance expectations and individual goals for each team member and create collaborative plans to address any performance gaps that arise

Assist team members with skill development and performance improvement and develop career advancement and training plan for each team member

Envision and plan for long-term department(s) strategy and shape current operations to meet future goals

Identify and direct resolution of customer needs that do not meet established resolution guidelines and inform or escalate to management as needed

Collaborate with leader in the Customer Support and Services organizations to maximize skills and resource utilization while managing the scheduling of team members\xe2\x80\x99 work load

Establish, maintain, and share operational metrics, analysis tools, productivity goals, and work standards for team and individual performance

Ensure that work records and team activity are complete and accurate

Identify and recommend process improvements to improve team efficiency and performance

Assist in organizing and managing Customer Support projects, programs and events such as recruiting career fairs, company meetings etc.

Participate in regular meetings with leadership to share information and feedback

Conduct effective team meetings

Participate in regional and global Customer Support leadership meetings to establish consistent goals and standards

Other duties as assigned by management or required for specific region or location

Requirements

Minimum of Bachelor\xe2\x80\x99s degree in Engineering, Information Technology, Business, or equivalent

At least 2 years of delivering Support to external customers at the leadership level

Experience with project leadership and delivery

Experience working directly with customers, partners, and other stakeholders

Strong understanding of Customer Support business, processes, and continuous improvements

Strong knowledge of duties associated with the Customer Support roles and procedures

Familiarity with critical service technology, including CRM, Telephony, Remote Access, Knowledge Base, Reporting, etc.

Demonstrated ability to manage critical customer situations

Ability to travel within the region

AVEVA requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.

AVEVA