Software Support Technical Manager Job in Foxboro, Massachusetts US
Software Support Technical Manager
Job Description Job Number: 1518488 Business GE Home Business Solutions Business Segment: GE Intelligent Platforms About Us: At GE Intelligent Platforms, were sustaining the advantage. From our global water purification projects to our automated controls in the latest unmanned aerial vehicles, the GE Intelligent Platforms teams are turning their expertise in software, hardware, automation and embedded computing into leading products and services that solve our customers toughest challenges. Join our growing global organization and youll find yourself part of a goal-oriented team, working in a fast-paced, inter-functional environment full of professional challenges and opportunities to advance. If youre a highly motivated self-starter who brings leadership and enthusiasm to everything you do, then join GE in creating the next generation of products that will improve the lives of consumers for generations to come. Posted Position Title: Software Support Technical Manager - Cimplicity Product Line Career Level: Experienced Function Customer Service Function Segment: Call Center Services Location: United States U.S. State, China or Canada Provinces: Massachusetts City: Foxboro Postal Code: 02035-2879 Relocation Assistance No Role Summary/Purpose: The Software Support Technical Manager (SSTM) provides operational and technical leadership for the Cimplicity Technical Support team. The SSTM is responsible for developing and implementing team strategy, ensuring execution and delivery of team objectives, team personnel management, and managing escalated customer issues. The SSTM will interface with other Software Support Technical Product Line Managers and other business teams to ensure the overall success of the SW Technical Support team. Essential Responsibilities * Personnel Management for a team of Software Technical Support professionals (local and remote employees) * Develop team strategy required to achieve the Software Technical Support team goals and objectives * Develop team staffing strategies. Recruit and hire key staff * Employee technical development, career development, and training * Ensure successful team execution to provide technical and application support for the Cimplicity automation software product line * Actively participate in the development, implementation and management of action plans for escalated customer accounts and for all high and critical priority customer issues. * Interface with other SW Support Technical Managers, Engineering, and Marketing to ensure timely, high quality solutions to customer reported issues * Work with Engineering, Quality Assurance and Marketing to ensure successful rollout of new Cimplicity product releases * Track team progress and metrics. Develop and implement corrective action and efficiency improvement plans. Report out to Software Technical Support and GE Intelligent Platforms Sr. Management Qualifications/Requirements: * Minimum 5 years design/application/support experience with GE Intelligent Platforms automation and operations management software or equivalent experience supporting complex software applications and solutions. * Minimum 5 years Customer Management experience * Proven ability to develop and manage technical action plans * Strong domain and application knowledge, particularly in the areas of manufacturing automation, control, and analytics * Excellent organizational, customer relationship, verbal and written communication skills * Exceptional multi-tasking skills. Ability to organize and execute on multiple high priority tasks simultaneously. * Excellent problem solving and listening skills * Highly motivated, self starter, with a positive attitude * Proven ability to lead and influence employees and peers to accomplish common objectives * Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach. * Strong common sense and logical reasoning skills * Bachelors Degree; a two-year degree or extensive Technical Support background considered with appropriate experience. Additional Eligibility Qualifications GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen. Desired Characteristics * Ability to quickly diagnose complex situations, isolate cause and drive resolution plans * Strong customer management, situational management, and time management skills * Ability to make priority decisions based on customer business situations. * Strong communication and presentation skills as measured by previous presentations to customers and/or employees * Manufacturing or Automation Software Industry experience * Experience leading technical teams * Experience managing remote employees * Position can be located in either Foxboro, MA, Albany, NY or Green Bay, WI