TAC Manager - (US-CA-Santa Clara - 95056)

Minimum Education: None
Jobcode: 37628516
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The TAC Manager is responsible for the day-to-day operations of the Technical Assistance Center (TAC) in Santa Clara. This includes managing 2 shifts - Americas & APAC time zones - with a team lead for each shift. The TAC Manager will demonstrate dedication to providing resolutions to an external customer base and partners while establishing total customer satisfaction through innovative leadership.

Job Responsibilities
*Manage the closure of technical escalations to the L2 & L3 team while maintaining the highest level of customer service
*Build a high-performing technical support team by recruiting and retaining the most talented Technical Support Engineers
*Manage team resources and balance workload to ensure efficient flow of cases within support team
*Monitor employee performance and provide feedback on an on-going basis through 1-on-1 meetings
*Conduct employee performance appraisals and provide compensation recommendations
*Provide each employee with a career path including training and mentoring
*Create an effective team by open communication within the team and between other regional TACs
*Interact with Cross Functional Teams (i.e. Engineering, PM, IT, etc.) in the best interest of the customer
*Manage escalations from customers, partners and sales as well as advising senior management of potentially critical situations
*Effective tracking of support issues; trend analysis and process change management.
*Define and Develop team metric and goals to measure team and individual performance
*Provide periodic case reviews to ensure quality customer interaction and technical accuracy.
*Analyze trends among service requests to identify root cause and resolution to common issues.
*Observe, evaluate and re-engineer existing service processes, tools and procedures and make the necessary changes and adjustments to achieve greater efficiency and success.
*Represent the Company in a professional manner
*Budget responsibility including expense reports
*Participate in 7 x 24 Duty Manager responsibility

Required Skills
*5+ years of as a Technical Support Engineer, Technical Consultant, Systems Engineer or Technical Account Manager
*3+ years managing a technical support team including: scheduling, caseload balancing, performance evaluations and mentoring to ensure optimum employee performance
*3+ years recruiting top talent including training and development
*Excellent time management and effective written and oral communication skills
*Self motivated with a resourceful approach to problem solving
*Demonstrated ability to act with a sense of urgency to meet customer needs
*Degree in Computer Science or Electrical Engineering preferred

Equal Employment Opportunity Employer

TAC Manager - 3358