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Support Engineering Manager

Support Engineering Manager


As one of the largest service and support networks in the industry, Microsoft Customer Service and Support (CSS) helps nearly one billion customers around the world each year. The organization is responsible for partnering with and providing Microsoft product groups with customer feedback and ensuring customers are receiving world-class support in over 35 languages.  


As Microsoft Romania site is in constant increase, we are searching for an experienced manager, ready to take on challenges of a fast paced environment. This role will require a strong business overview, ability to drive change & manage complex projects in Romania and abroad, while assuring great team performance. You will directly coordinated a team of experienced engineers, located in Romania and Abroad, as part of Customers Service and Support.  


The Team Manager is a people manager and leadership team role and is accountable for a team of individual contributors that deliver technical support, empower customer self-help, deliver Partner advisory services and are supporting sales teams if needed. This requires building and maintaining an effective team, networking and collaborating, operational excellence and getting results through others. In general, the focus involves managing the resolution of technical cases (both frontline and escalation) from Microsoft customers and partners utilizing a variety of offerings. On occasion, the focus of the Team Manager requires the handling of escalated customer issues which include direct customer communications / interaction. The overriding focus of this includes providing quality CPE in a cost efficient manner. Maintaining an all green operational scorecard is one of the key tasks of the role.


Key Accountabilities


Lead and manage a team of Support Engineers within Support Engineering

Develop and implement a comprehensive strategy for sustained business impact

Responsible for ensuring the team delivers the highest levels of customer satisfaction in each support interaction

Improving productivity, efficiency and effectiveness of the team and business

Hiring, developing, retaining talent

Proven locator and attractor of talent

Coach, mentor, develop team members to drive operational excellence and the overall team transformation at the same time

Work with other Support Engineering Managers and Readiness Manager on skill development to ensure engineers deliver on value proposition and drive new service offerings

Engage and drive stakeholder engagement on regional and global level


Key Success Criteria


Customer Satisfaction (CPE) and operational KPIs

MSPOLL Results & Verbatim

Hiring and managing a high performing team

Progress against group readiness plans including Technical, Service Management, and Professional skills

Team utilization

Agile Resourcing

Managing to Budgeted cost per head


Our ideas touch the lives of individuals everywhere and they are born in an environment designed to encourage collaboration, openness and innovation. We want you to join in, influence, learn, challenge, agree and disagree. When you work for Microsoft, you’re free to express yourself your way!  


Microsoft is an equal opportunity employer with a strong commitment to diversity and inclusion. We provide an inclusive candidate experience throughout our recruitment process and welcome all application.


Please note that your resume will be entered in our data base and may be used in further recruitment events.


Only suitable candidates will be contacted.

Job #

1069786

Locations

Romania, Bucharest

Job families

Customer service & support

Teams

Consulting services
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