Rohde & Schwarz is home to in-depth engineering know-how and highly innovative and committed employees. We're recognized as a world market leader in wireless communications. We develop future-oriented products for many growth markets such as mobile phone technology, radiocommunications and digital television.

arbeitgebermarke

The Customer Support Manager is a new position expanding the current role of the Technical Customer Support Center Manager. This is a unique opportunity to analyze, plan and execute a holistic company strategy for customer support in North America. Targeting individuals with extreme attention to detail, intense focus on the customer, and an unfaltering drive to continuous improvement, the successful candidate will have proven analysis, planning and organizational development capability.

Customer Support Manager

Your tasks:
  • Realize customer support strategy through effective structure, staff and systems development aligned with the overall company strategy
  • Develop, implement and manage systems support function
  • Document and maintain post-installation system support process
  • Gather and analyze support requirements for installed customer base
  • Track operational status of systems installed base
  • Oversee development and maintenance of systems support documentation
  • Manage technical support call center to achieve department and company objectives
  • Manage customer training programs function to achieve department and company objectives
  • Measure and track customer support success
Your qualifications:
  • 7+ years professional experience with complex, technical systems
  • 3+ years relevant management experience
  • Complex technical product or systems support experience
  • B.S. degree required, M.B.A preferred
  • Demonstrates high conscientiousness in all personal interactions
  • Possesses strong analytical and project management skills
  • Possesses excellent verbal and written communication skills
  • Ability to manage and develop a team of technical professionals
  • Ability to operate as an individual contributor when needed
  • Adept at operating in a complex, technical, fast-paced environment
  • Understands technical sales, service and marketing processes

If this sounds like the job you‘ve been looking for, please email your resume to Anne Cowper at anne.cowper@rsa.rohde-schwarz.com and reference job number US-BWI-50509882-001. Rohde & Schwarz is an equal opportunity employer. http://www.careers.rohde-schwarz.com

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