Job description
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Job Description:
Technical Support Senior Manager/Manager
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Key Skills & Experience
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oA minimum of 15 years of overall experience with 5 years of software management/leadership experience, preferably with a technical team or support engineers for familiarity with industry concepts and practices.
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Experience providing technical support in a L1 or L2 capacity
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Track history of working independently with minimal supervision.
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Experience in a high pressure, customer facing role resolving customer challenges on a daily basis (involving escalated issues, deadlines to minimize adverse business impact)
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Experience collaborating with cross-functional teams - development, services, sales, and other internal business functions for improved customer experience.
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Experience in making recommendations: internally (to improve products, processes, training material, services offerings, etc.) and externally (best practices, upgrades & migrations, education & training, etc.).
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Management of a Global or Regional Team (both local and remote)
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Demonstrated ability to think analytically and solve problems using facts and data. Experience coaching to ensure continuous team and engineer performance.
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Demonstrated ability to identify and communicate forward-looking initiatives and campaigns to proactively pre-empt customer issues and effort.
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Demonstrate the use of interpersonal and social skills in individual and group settings to:
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Evaluate and assess the processes and results of a team
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Provide instructions and measure the accomplishment of a task
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To motivate a group of people toward a common goal
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To provide Change Management, guidance, or direction in new situations
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To set goals and provide appropriate feedback
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Key Responsibilities
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Manage and build working relationships with a team of regional or global support engineers who are assigned to specific products.
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Analyze Key Performance Indicators and customer feedback to identify opportunities for continuous improvement; plan and implement changes to drive product changes and process improvements, to reduce customer effort and increase overall customer satisfaction.
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Drive proactive engagements with customers to prevent issues and escalations while driving quicker resolution if escalations do occur.
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Review workload requirements and perform workload distribution management to balance issue volumes and customer engagement for each engineer.
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Provide guidance and resources to manage all aspects of professional development; by facilitating appropriate training, coaching and collaborative performance feedback.
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Evaluate individual and team training needs and collaborate with appropriate business owners to enable training opportunities.
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Set objectives, goals and due dates for assignments. Provide direction to employees according to established policies and management guidance.
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Provide situational analysis and provide recommendations as required.
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Manage team performance by providing coaching to team members to encourage performance improvement.
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Measure individual and team performance against individual, team, organizational, and company goals, and provide timely feedback.
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Develop creative solutions and collaborate with internal business units to implement initiatives to improve customer satisfaction.
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Encourage the team to understand and communicate the company vision, business and technical strategy for driving business.
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Implement Recognition Programs to keep employees engaged, motivated and satisfied.
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Assist with resource management by collaborating with HR and recruiting agencies, interviewing, and assessing suitable candidates to hire qualified personnel.
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Carry out assigned responsibilities for formal Goal Setting and annual Performance Management, including measurement and appraisal of employees, as well as promotion recommendations.
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Based on region, the ability to work a weekend rotation to assist a team of engineers while they are working to resolve severity 1 issues.
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Business Travel and Physical Demands
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Business travel of approximately 10 or less percent yearly is expected for this position.
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Physical demands
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Office environment. No special physical demands required.
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Preferred Education or Background
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Bachelor's Degree or global equivalent (preferably in Computer Science). Master’s Degree preferred.
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Prior Management in a related field or work experience demonstrating leadership skills and a high level of technical aptitude.
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Knowledge of a Broadcom product or product line preferred
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Six Sigma green belt (or above) is preferred
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Language
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English Required
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Fluency in other business languages is a plus.
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Additional Job Description:
Compensation and Benefits
The annual base salary range for this position is $132,000 - $220,000.
This position is also eligible for a discretionary annual bonus in accordance with relevant plan documents, and equity in accordance with equity plan documents and equity award agreements.
Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.
Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.
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