Technical Support manager DACH (w/m/d)

Mitel (Frankfurt, Deutschland) Vor 2 Tagen veröffentlicht

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

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Overview:

Technical Support group is looking for a Technical Support Manager who wants to join a winning team. Our team is responsible for a portfolio of Voice over IP based solutions and applications.

We provide an excellent environment for learning new skills while helping our customers achieve success through our products. The successful candidate will possess a combination of strong technical skills and a passion for providing unparalleled customer service in a fast-paced, vibrant team environment.

Responsibilities:

  • Manage a team of highly skilled 3rd Line technical support members, to ensure successful operation of the Mitel portfolio of products.
  • Lead and Manage the following teams / functions: Incident Management, Problem Management and Change & Release Management
  • Continually improving our Support team to deliver best in class Services, which will ultimately drive CSAT. 
  • Manage workload and schedule for team across EU time zones.
  • Provide an interface between his technical team and Mitel Customers, Partners and distributors.
  • Create, monitor and measure annual objectives in line with the corporate guidelines
  • Motivate, Coach, Mentor and develop the team.
  • Provide team with achievable measurable objectives which are in line with corporate direction
  • Measure customer SLA’s and SLO’s against targets, with a goal of continuous improvement
  • Look for opportunities to optimized productivity and efficiency while maintaining a high level of customer service
  • Handle and defuse stressful situations from demanding customers and complex technical issues
  • Respond, mediate and resolve to satisfaction Mitel customer escalations
  • Develop modify and execute company policies
  • Perform various duties as assigned

Requirements:

  • Fluent German and English is essential
  • The ability to successfully implement SIP’s
  • Able to create a forward-thinking team, being proactive wherever possible.
  • Someone who can both motivate and inspire a team to meet a common set of goals and objectives.
  • Committed to building a strong team with clear succession plans
  • Has a solid understanding of our current processes and procedures
  • Able to execute on these processes and procedures to deliver best in class technical Support
  • Service Level adherence
  • Excellent communicator:
  • Confident and authoritative when meeting Partners and Customers.
  • Excellent written skills
  • Can demonstrate sound time management skills with the ability to work on several tasks at one time
  • Able to cope under pressure

For more information, visit Why Mitel or follow us on LinkedIn here.

Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value differentperspectives, skills and experiences, and welcome applications from all sections of the community.

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Technical Support manager DACH (w/m/d)

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