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Job Information
Job title

SENIOR MANAGER, TECHNICAL SUPPORT

Company Invensys
Wage between $0.00 - $0.00 Annually
Location United States, California, Lake Forest
Employment type Full Time
Education Bachelor
Year Experience 3 - 4 Years of Practical Experience
Travel Not Specified
Published on 3/19/2006
Description
Wonderware has been a leading supplier of manufacturing software since 1987, when the company introduced the first machine interface software based on the Microsoft Windows operating system. Since that time, Wonderware has grown into a global software supplier with multi-industry stability and a 17-year history of successful growth building robust, easy-to-use manufacturing software.

POSITION TITLE: SENIOR MANAGER, TECHNICAL SUPPORT
LOCATION: LAKE FOREST, CA

POSITION SUMMARY:
Manage a team of support engineers providing technical assistance to customers using industrial automation software and hardware. Manage approximately 7-11 support engineers and all aspects of personnel management (hiring, discipline, performance reviews, coaching/mentoring, identifying training needs, supervising). Management of customer issues to successful conclusion. Coordinate between with Sustaining Engineering, Sales, and Marketing to resolve customer concerns. Other miscellaneous duties as assigned by the Director. Position is based in Lake Forest, CA USA at the headquarters Technical Support center. Promote customer satisfaction. This position reports to the Director of Technical Support. Some travel may be required.

PRINCIPLE DUTIES AND RESPONSIBILITIES:
Providing management and coordination of technical support engineers in Lake Forest, CA. This will require strong verbal and written communications with Wonderware employees, customers, distributors, OEMs, and system integrators. Coordination activities may include: arranging conference calls, providing regular written status updates on high priority customer issues to senior management, and visiting customer sites to facilitate problem resolution. The successful candidate for this position will be expected to manage complex (and at times, high priority) issues, and to follow established policies and procedures to ensure the consistent delivery of technical support. The successful candidate will ensure all customer support issues and associated activity is documented in the Technical Support Call Tracking Database. You will be interacting extensively with the US Headquarters Technical Support, Sustaining Engineering, and Development organizations.

In addition this position may also include some budgetary responsibility as well as all aspects of personnel management.

EXPERIENCE:
* Strong written and verbal English language skills; additional languages are a plus
* 2+ years experience with Wonderware Products
* 3+ years of technical support or call center experience
* 4+ years of prior personnel management experience

MANAGEMENT SCOPE:
Direct reports are anticipated to be between 7 and 11. Decision making includes all aspects of personnel management (examples: hiring, termination, discipline, recognition, mentoring). Operating budget is to be determined.

KEY RELATIONSHIPS:
Distributors, large multi-national end-users, Wonderware Headquarters (US) Technical Support, Sustaining Engineering and Development, Sales, Marketing

SPECIAL REQUIREMENTS:
Strong proficiency in English (written and oral). Must have a valid passport for possible international travel.

REQUIRED SKILLS:
2+ years experience with Wonderware Products or equivalent competitor's products (Siemens, Rockwell Automation, Citect, or Intellution)
3+ years technical support or call center experience.
4+ years of documented personnel management experience
Strong written and verbal English language proficiency
Knowledge of PC hardware
Bachelor's Degree or Equivalent

Preferred Skills:
Master's Degree or Equivalent
Project Management Experience

CAREER INCENTIVES:
At Wonderware, we believe that diversity is key to our competitive advantage and we value the collective strengths of all our employees. We offer varied job opportunities in technical and not-technical areas and promote career growth in a stimulating, progressive work environment. Right now, we're looking for the next Wonderware innovators. If you're ready to discover just how far your talents can take you, we invite you to learn more about our world. From there, how far you go is up to you.

BENEFITS AT A GLANCE:
We offer an exceptional working environment, competitive compensation and employee benefits package that includes 401(k) with company match, medical, dental and vision health insurance, business casual dress code, educational reimbursement, social and recreational activities and
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Experience/Skills
See Above

Other desired skills:
SENIOR MANAGER, TECHNICAL SUPPORT
This job has expired.