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| Manager, BlackBerry Partner Technical Support |
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| Company: |
<< Confidential >> |
| Category: |
Information Technology |
| Employment type: |
Full Time/Permanent |
| Salary: |
Unspecified |
| Degree: |
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| Experience: |
Unspecified |
| Location: |
Texas - USA |
| Post Date: |
29/01/2010 |
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| Skills: |
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| Job description: |
Manager, BlackBerry Partner Technical Support
Texas, Irving
Research In Motion Limited® (RIM)® is a world leader in the mobile communications market and has a history of developing breakthrough wireless solutions. RIM's portfolio of award-winning products, services and embedded technologies is used by thousands of organizations around the world and includes the BlackBerry® wireless platform, the RIM Wireless Handheld™ product line, software development tools and software/hardware licensing agreements. RIM is seeking driven individuals who can take our wireless data products to the next level in the global wireless market. Are you ready to make a difference in the world of mobile communications with RIM?
POSITION SUMMARY
The Manager, BlackBerry Partner Technical Support Support Operations is ultimately responsible for the delivery of technical support focused on the BlackBerry products and services. The Manager ensures that their team is delivering World Class Technical Support to our Carrier partners as well as our enterprise customers. Additionally, the Manager serves as an escalation point for serious or critical customer incidents, and works with other groups within RIM to resolve customer issues.
As a key member of the Partner Support Operations Leadership Team, the Manager participates in all group-level decision making. Felled by the ability to execute and turn good ideas into realities, your input and participation in this forum is highly valued by the leadership team. You have a strong understanding of the key relationships of all business elements, allowing you to develop teams, balance budgets, satisfy customers and foster a supportive culture all at once. You are calculating, open and honest in your opinions, and constructively contribute to debate. You are trustworthy, keep confidences and meet your commitments in a dynamic and rapidly changing environment. As a team player, you see success as being measured not only by our team's measures, but in our contribution to Technical Support, CSO and RIM as a whole
The Manager will work collaboratively with colleagues across the organization to maximize knowledge transfer, optimize escalation protocols and continuously refine processes in the best interest of our customers. Your superior coaching skills, and the ability to impart those same skills to your team, will be key to your success. Our Managers in Support Operations lead by example through the demonstration of the highest personal standards. They are someone our teams look to for a fair and balanced view, they are rigorous and data driven in their objective pursuit of sound, fact-based decision making.
The culture created by the Manager is risk tolerant and one of continuous improvement, always searching for a better way. In the true spirit of teamwork, the Manager guides the team toward common goals by setting clear visions and objectives, providing appropriate resources and direction to ensure the goals are attainable, while focusing on removing barriers to success. With fundamental knowledge of the skills and capabilities of the team, the Manager delegates tasks of varying complexity and importance, while retaining accountability for the end result.
These collective leadership attributes ensure a supportive atmosphere in an environment where quality and execution are held in the highest regard.
RESPONSIBILITIES
The successful candidate's responsibilities will include:
• Provide support, guidance, direction and overall leadership and management of the global consumer support teams, including Supervisors and technical support staff
• Set, manage and be accountable for budget adherence in your team
• Conduct performance reviews, achievement and development planning for direct reports
• Make hiring decisions for direct reports, review hiring decisions of Supervisors, and make all final employment related decisions for your group
• Conduct salary planning
• Provide input into the Support Operations and Technical Support business plans
• Provide site leadership for the facility in Dallas
• Liaise directly with select customers, the Escalation Managers, and the technical teams to drive resolution of escalated issues in a manner satisfactory to all parties
• Collect, prepare and present KPI data and interpretation that demonstrates performance versus a predetermined standard of care
• Initiate and/or lead projects designed to enhance our Technical Support service offering
• Lead retrospective reviews to evaluate scenarios where our performance was sub optimal, and drive necessary change as a result of what is learned
Note: In addition to these duties and responsibilities employees are required to carry out such other duties as may be reasonably required.
ESSENTIAL SKILLS AND QUALIFICATIONS
• University degree or equivalent experience
• 4 -5 yrs of management experience
• Minimum five (5) years previous experience in a senior technical support, technical operations, or consulting position with experience in managing the resolution of business critical and time sensitive issues
• Demonstrated success leading a team of technical support staff in a rapidly growing environment
• Experience leading a team that provides service for Fortune 100 companies
• Thorough understanding of the processes, procedures, expectations and problem management methodology typical of large Enterprise organizations
• Customer focused with the highest standards for delivering value and exceeding customer expectations
• An expert in influence and negotiation, both with customers and internally
• A track record of autonomy, leadership and self-direction; identify a problem, propose a solution, and make it happen
• Well versed in the business of service delivery, including the design and execution of compelling and value-added service offerings
• Expertise and experience in the methodology of Problem Management as a discipline (i.e. ITIL)
• A true passion for customer service
• An above average ability to manage the expectations of a variety of stakeholders, while driving momentum and action
• Ability to work in a 24/7 environment, with a primiary focus on afternoon and evening shifts.
ADDITIONAL ASSETS
• Experience in a Technical Support environment.
• Experience in an Enterprise IT or application support environment with more than 5000 seats.
• Fluent in both English & Spanish, written and spoken
If you're driven to take wireless technologies to the next level, it's time you join the team at RIM. We offer a challenging environment that fosters creativity and rewards excellence. Employees also have use of our award winning BlackBerry!
© 2009 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, BlackBerry, "Always On, Always Connected" and the "envelope in motion" symbol are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries.
Research In Motion is an Equal Opportunity Employer.
Please apply directly to:
https://rim.taleo.net/careersection/professional/jobdetail.ftl?lang=en&job=137701
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