Title:  Sr. Manager, EMEA Field Support

Job Summary

NetApp's worldwide Customer Support team is a global network of Netapp employees and partners. Our singular mission is to ensure we deliver predictable and consistently high-quality customer experiences at every touchpoint, and customer success. We work with our customers to provide post sales technical support, remote and onsite field support, build relationships, learn about their businesses and drive value-based results

Netapp is looking for a highly effective hybrid cloud enterprise support services leader to become the senior Manager of Global onsite solution support for the EMEA region. You will be joining the Global Field Support leadership team, reporting to the Senior director of Worldwide Global Field support. As the senior Manager of Onsite solution support, you will manage and lead a team of Netapp technology specialists, Support delivery Managers and field support partner resources, all focussed on diagnosing and fixing complex customer issues and managing customer escalations in mission critical environments. You’ll play an integral part in achieving success by setting department goals, plans and schedules whilst closely monitoring execution, driving issue resolution and accepting responsibility for ensuring the achievement of business milestones.
This role also carries the lead responsibility for orchestrating on-site Customer satisfaction through alignment with remote technical support centres, sales and pre-sales teams, professional services and wider Netapp teams – all of which are critical to the companies short and long-term success

As the Senior Manager of Global field support, you will utilise strong leadership and technical competencies to understand regional and country level customer needs, set goals and objectives and execute strategies to the plan. You will be responsible for the achievement of set organisational Goals in the EMEA region.

This opportunity can be in England, Ireland or Germany. Candidates from other major centres in EMEA may be considered.

Job Requirements

• This position is responsible for all aspects of Field support in the EMEA region

• The focus of this role is executing functional strategies into operational plans and priorities. Working collaboratively with other cross functional leaders and senior Managers to execute strategic plans and objectives

• This individual will use in depth knowledge to solve issues that are complex in scope and execute medium to long term plans

• Participate and manage budgetary objectives to the approved plan

• Create a predictable and consistently high-quality customer experience by developing and scaling repeatable methodologies and Industry best practices

• Utilise expertise and experience in areas of technology, project management and people management to actively lead strategic regional and global initiatives and programs

• Ensure best in class customer experience and transformational impact through the adoption of artificial intelligence, digital support and tools

• Focus on strategic account customer intimacy – deliver additional value to those customers by understanding their key business issues and opportunities

• Translate and action Customer feedback through collaboration with the technical support centre to influence product and process quality, and supportability improvements

• Ensure customer escalations are resolved quickly by leveraging resources across the company as needed

• Work closely with Sales account teams and Management to develop and execute customer experience plans and strategies

• Work closely with Regional Field support partner suppliers to ensure local enablement needs are clearly understood and actioned

• Conduct quarterly supplier reviews to ensure quality services are provided to all of our customers.

• Mentor and coach team members, hire and develop key talent, and manage performance

• This individual must demonstrate strong leadership skills and work with other GEO leaders in developing clear team goals, objectives and priorities that meet Netapp’s strategic vision

• Works with director and senior directors and executive level employees across CSD and CSO functions.

Skills & Competencies

• Broad based enterprise onsite technical professional with 10+ years of experience leading a support services function with a cross geographic Customer base

• Proven track record of developing, growing and leading an onsite support services function and team

• Ability and experience to lead support onsite partner delivery functions, to enable and efficiently manage a scalable on-site support model

• Demonstrated success in successfully managing support services, customer engagement and partner engagement functions

• Strong people leadership with demonstrated ability to manage highly technical and experienced field support resources

• A strong understanding of Hybrid cloud technology and experience is desirable

• Excellent communication and presentation skills

• Analytical and negotiation skills, particularly at executive levels

• Strong business acumen and understanding of processes and their implementation into enterprise applications

• Excellent knowledge of product lifecycle, tools, processes and Knowledge managemen

• Demonstrated ability to manage multiple ongoing issues and initiatives effectively

• Must be open to 10-20% of regional/global travel.