Customer Support Manager

Penguin Solutions is seeking a dynamic, experienced Customer Support Manager to join and lead a team of service professionals delivering technical support to our EMEA customers and partners. The successful candidate will have experience building and leading customer facing, technical service teams delivering mission critical support for both hardware and software solutions.

Responsibilities

• Lead and manage a team of support professionals located throughout Europe, the Middle East and Africa who are tasked with providing exceptional service to our valued customers.
• Develop and implement support strategies and processes to ensure our service delivery practices remain contemporary, keeping pace with industry shifts to achieve efficiency.
• Reinforce best practice disciplines to ensure all team members are providing consistent, positive service experiences to our customers and partners.
• Utilize performance management principals to conduct ongoing evaluations of team members throughout the year. Provide employees with ongoing training and skills development resources to help foster a continuous learning track for all team members.
• Exemplify the continuous improvement philosophy by leading teams through good-to-great initiatives.
• Foster positive employee morale through building trust, respect and credibility. Demonstrate exceptional people leadership while fostering a culture of accountability, collaboration, innovation and recognition.
• Work with a global team of peer managers to ensure consistency with service delivery process and procedures around the world. Take corrective actions when exceptions occur and adjust processes when necessary.
• Engage in critical situation escalation management when necessary to ensure technical problems are resolved quickly.
• Use service metrics and data to provide insights into where we are achieving success and where we have opportunity for improvement.

Qualifications

• BS/BA Degree in either a technical or management discipline is preferred.
• 5+ years of people management experience in a 24x7 business critical, customer facing support operation. Demonstrated understanding of customer support processes and methodologies required.
• Operational experience with service data analysis to interpret metrics, establish trends and gain insights to measure the health of the business.
• Operational expertise with spare parts inventory and logistics including planning, failure analysis and financial modelling is a plus.
• Strong analytical, problem-solving, and organizational skills with an innate ability to multi-task.
• Highly numerate with experience of working with spreadsheets, service operation tools and technology such as case management, knowledge base, service portal solutions.
• Excellent interpersonal and communication skills - both written and verbal, with a proven ability to engage credibly at all levels – up to and including a board of directors.
• Ability to drive cross-functional collaboration across Sales, Presales, Product, and Support teams.
• Fluency in English; additional European languages (French, German, Spanish, etc.) are a plus.

Location

• London, United Kingdom

Travel

• ~25% throughout the region to meet with staff & customers

The base pay range that the Company reasonably expects to pay for this position in London, United Kingdom is £56,000 – £68,000; the pay ultimately offered may vary based on business considerations, including job-related knowledge, skills, experience, and education. The position is bonus-eligible, and there are medical, dental, and vision benefits available. There is a 401k saving plan and other benefits, such as Paid Time Off, Life Insurance, and an Employee Assistance Plan.

Diversity and Inclusion Statement

We are committed to creating a diverse environment that embraces differences and fosters inclusion.

Equal Opportunity Statement

We are an Affirmative Action/Equal Opportunity Employer and strongly committed to all policies which will afford equal opportunity employment to all qualified persons without regard to age, national origin, race, ethnicity, creed, gender, disability, veteran status, or any other characteristic protected by law.

• Mid-Senior level

• Full-time

• Customer Service and Information Technology
• Industries: IT Services and IT Consulting