Senior Manager Technical Support,

Overview At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being a part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve. You\'ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about – locally and globally. Come make an impact every day at Zebra. Responsibilities Leads the work of managers, supervisors and professionals engaged in resolving problems with customers via telephone, email or chat sessions using full technical product knowledge and interpersonal skills. Supports the effective operation of the Technical Support Team. Executes and enables strategic policies and establishes and assures adherence to managing costs and supporting the development of staff and processes. Establishes operational objectives and work plans and manages the activities and exercises full supervision of a large team or multiple smaller teams with responsibilities for driving results. Owns all talent acquisition to support the team’s success. Works directly with business stakeholders to handle and resolve critical and complex escalations from all points of contact, including customer, partner and internal parts of the organization. Acts as an escalation point to analyze and interpret customer concerns. Analyzes and reports metrics to identify key needs within the technical customer support organization to maintain the support provided. Establishes operational objectives provides direction to subordinate managers in the application of process, procedures, and troubleshooting /repair of complex instruments or testing equipment. Ensures resources maintain compliance with quality process and standards. Establishes and maintains lines of communication with engineering and software development on design, reliability and maintenance issues; reports trends, identifies urgent crises and recommends solutions to complex issues. Manages and champions trainings to improve technical knowledge of the support team; ensures technicians are properly trained and able to provide accurate and responsive solutions. Estimates timeframes for complex projects and oversee the completion of assignments within specified time, quality, and cost parameters. Develops and executes strategy for process improvement and verification activities; develops and applies technical and quality improvement techniques. Demonstrates excellent customer service, communication and problem solving skills. Qualifications Advanced Degree Minimum 12 years’ experience including minimum 2 years management experience Background in technical support preferred Fluent level of English (written and verbal) as well as local language as applicable Advanced level skills in Microsoft business applications including Word, Excel and Outlook Customer service values / orientation Advanced knowledge of the region and / product lines supported Strong leadership skills coupled with a desire and ability for continuous learning / self-development Role model level professional work behaviors (attendance, teamwork, time management) Strong communication skills (listening, providing clearn and concise information, using proper language and grammar) Intermediate to advanced presentation skills Sound reasoning and decision-making ability; strong analytical skills To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com ( email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department. Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy. #J-18808-Ljbffr