Technical Support Manager

26WD96298

Position Overview
 

Manage a diverse team with a clear focus on helping customers adopt industry-leading 3D design, engineering, and entertainment software by providing solutions, direction, and troubleshooting for installation and licensing issues. You are responsible for leading a group of specialists who resolve customer issues reported to Autodesk Support through phone, web, online forums, and other channels while working during EMEA Business hours. In addition to addressing customer issues, the specialists may also participate in various proactive support activities such as developing and delivering webinars, hosting Q&A sessions in our online communities, and publishing technical articles on the Autodesk Knowledge Network (AKN).
 

Roles and Responsibilities

Technical Support
 

• Manage the implementation of processes and plans to ensure the effective delivery of technical and support services for Autodesk products

• Measure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards

• Directly investigate and ensure resolution of all escalated issues related to service delivery and customer satisfaction and ensure timely communication to customers and appropriate stakeholders

• Manage and implement employee human resources programs and initiatives; ensure implementation of employee performance plans, onboarding programs, employee development, and coaching initiatives

• Manage and prepare budgets and work closely with senior management on forecasting, discrepancy and variance trend analysis, and related financial planning

• Lead or participate in setting organizational vision, global projects, and initiatives; proactively identify more efficient strategies to promote efficiency

• Ensure staff are adequately prepared to support products by developing, planning, and implementing training, processes, and programs
   

Internal Support
 

• Drive communication across the organization; ensure new information is coordinated with support teams and partner teams

• Develop relationships with division staff; drive alignment, understanding, and results needed to achieve customer satisfaction and business objectives

• Establish working relationships with Product Development and Product Management to ensure customer feedback is addressed, actions are taken and tracked, and customers and staff are informed of progress
   

Minimum Qualifications

• Bachelor’s degree or equivalent work experience. Preferably in Mechanical/Civil Engineering

• Ten years of management experience in a technology and customer support industry

• Proficient in CRM and knowledge-capture tools and processes.

• Knowledge of Fusion/PLM/PDM

• Strong written and verbal English communication skills. Additional language skills are a plus
   

Preferred Qualifications

• Proficiency with or familiarity using Fusion/AutoCAD/AEC/Autodesk products

• Experience with cloud/SaaS-based applications

• Experience managing or working in a remote team

• Familiarity with quality control systems is desirable

• Familiarity in AI tools

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About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Diversity & Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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