Title:  Manager, Technical Support

Job Summary

In NetApp’s Support organization, we aspire to be the standard against which other support organizations are measured. We drive towards this vision by continuously improving the support experience by learning from every interaction. With over 350 hybrid cloud experts in the Americas Support organization, we strive to provide our customers with leading edge solutions to help them through every aspect of their digital transformation journey.

This opportunity is located at our Wichita, KS campus, and our current work arrangement is a hybrid model, with a multiple-day in-office requirement. Qualified candidates local to the Wichita area need only apply

The standard work schedule will be either 7am-4pm CT or 6am-3pm CT.

Essential Functions

• Oversees the technical support of company customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following: complex electro/mechanical equipment, sophisticated computer systems, software systems/applications, or networking and wireless networking systems
• Supervises engineers responding to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software
• Establishes and maintains lines of communication with multiple organizations
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function

Job Requirements

• Customer service experience working with customer in high stress or ambiguous situation on complex problems often technical in nature
• Lead Technical Support Engineers and Escalation Engineers, who are diagnosing, troubleshooting, and repairing complex customer issues related to products and solutions across the NetApp product portfolio
• Experience leading teams of 8-12 individuals in either a Lead, Supervisor, or Direct Manager capacity (Please clarify on resume)
• Experience in cross-organization collaboration and communication skills
• Experience developing and mentoring peers and employees
• A continuous improvement mindset with the desire to learn and grow
• Ability to work in a fast-paced, reactive, changing, and sometimes demanding atmosphere
• Skilled at talent management including assessment, deployment, development, reward, and retention
• Implement strategies focused on driving continual improvement to Support delivery and the overall customer Support experience
• Achieve/exceed quarterly goals (i.e., response time, resolution time, customer satisfaction, etc.)
• Oversee regular operational reviews, including performance reporting and continuous improvement progress 

Experience/Education

•    A minimum of 5+ years of applicable experience, including clearly identifiable relevant supervisory, leadership, and/or direct people management experience is required
•    A Bachelor's degree or equivavent experience required
•    Hands-on and leadership experience in the field of technical support is strongly preferred