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Product Support Manager

Technical Support @ Hyderabad, Andhra Pradesh, India

Job Summary

Exercises integrity and a high level of professionalism.

Demonstrates consistency in actions and values.

Leads and manages a team 

Aims at high levels of engagement, and gets involved in engagement initiatives, creates action plans to address key factors of engagement.

Builds a strong collaborative culture within their organization.

Ensures employees are adequately trained to perform their work proficiently.

Coaches and mentors employees

Leverages the strengths of whole teams and also intentionally seeks out stretch assignments to round out their skills and help them grow to the next level.

Leads and manage a team 8-12 engineers and be a Point of contact for 1-2 Products

Understands and communicates the team's strategy to their team and address any questions independently.

Contribute to strategy thinking for his/her product when asked/needed.

Aligns team goals with the needs of the business.

Drives the definition and adoption of metrics that appropriately capture your team(s) and operational performance.

Understands compensation and other financial data to use for decision-making.

Understand the budgets and costs of the team(s) they are leading- payroll expenses, product costs, etc.

Drives case closure.

Drives success of balance cases regionally and internationally as needed.

Ensures quality of hotfixes before delivery to customers.

Follows up with customers directly with neutral or dissatisfied scores and takes corrective action.

Manages case and/or account level escalations.

Builds highly-effective cross-team collaboration and exchange of expertise to deliver on product line objectives.

Suggest improvement of process and practices for the team, as well as exchange know-how across teams

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