CAREER

Customer Support Manager JB-1530

Israel

We’re looking for a Customer Support Manager to join our Digital Farming department and lead our technical support team, collaborate closely with business/product/R&D teams on ongoing launches and product updates, provide outstanding service to our customers around the world, and ensure the highest standard of quality across our product suite.

In his/her day-to-day, he/she will lead and manage a team of technical support engineers, provide live support to customers, build and expand the company’s support tools and procedures, develop training and user materials, and manage and assist in implementation, and support of all customers.

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  • LocationIsrael (Flexible)
  • DepartmentDigital farming
  • Job ScheduleFull-Time

A Day in The Life

  • Provide hands-on support and troubleshooting for customers through all support channels. Be the frontline for customer issues, and inquiries
  • Train, manage, recruit and mentor the global support team members to grow the skills required to provide best-in-class support to global customers.
  • Define and implement monitoring and support methodologies, tools, processes and policies to maximize efficiency and quality. Build company knowledge base and training materials.
  • Act as the main point of contact for customer escalations and drive to resolution
  • Work with product and R&D teams to define QA requirements and oversee and follow-through on execution of QA tasks by support engineers
  • Work with CS business teams and directly with customers to understand unique needs and requirements and implement into support operations
  • Ensure that our customer satisfaction is continuously improving
  • Anticipate potential issues before they arise, analyze existing issues to look for recurring patterns, and develop solutions to reduce occurrences. Maintain strong partnerships with the Product and R&D teams to prioritize these improvements
  • Guide and mentor the team, establish the right capabilities and skills of the team in order to achieve the unit KPIs (SLA, Backlog, CSAT, etc..) & MBOs

What you'll need

  • At least 3 years of experience in managing technical customer support or similar customer facing teams (preferably with multidisciplinary and technological products, PLC controllers, water management systems, etc), including hiring, performance management, and process implementation. Previous experience as hands-on technical support is a strong advantage.
  • Strong technical skills to understand and troubleshoot system and product flows, investigate, and analyze complex problems & find their root cause (Familiarity with Linux / SQL / RF – A Big Advantage)
  • A solid grasp of IT technologies and architecture and an established understanding of electrical and hydraulic systems and how to work with them (Agricultural knowledge is an advantage).
  • Experience working with R&D teams: bug escalation processes, prioritization, and delivery of customer feature requests
  • Proven experience with creating and optimizing support processes, including implementing ticketing and knowledge management solutions.
  • Executive-level communication with customer-facing experience and confidence in presenting both technical solutions and business impact.
  • Be the best multi-tasker, manage multiple complex projects in parallel, and hit deadlines in advance
  • Excellent analytical and problem-solving skills. Ability to negotiate solutions to complex issues that satisfy the needs of a diverse group of constituents.
  • MUST: Fantastic spoken and written English (Other languages are an advantage)