Job Requisition ID #23WD73017Position OverviewOur managers drive performance while collaborating with all parts of the company to directly influence the necessary changes to increase customer happiness and dedication.Manage a diverse team with a clear focus on helping customers adopt industry leading 3D design, engineering, and entertainment software, by providing solutions, direction, and troubleshooting for installation and licensing issues. Reporting to the Director, APAC Technical Support, you are responsible for leading a group of specialists resolving customer issues reported to us via phone, web, online forums, and other channels. In addition to reacting to customer issues, Specialists may also engage in a variety of proactive support activities such as: developing and presenting webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Knowledge Network (AKN).ResponsibilitiesTechnical SupportManage the implementation of processes and plans to ensure effective delivery of technical and support services for Autodesk productsMeasure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standardsDirectly investigate and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholdersManage and implement employee Human Resource Programs and initiatives; ensure implementation of employee performance plan, on boarding program, employee development and coaching initiatives etcManage and prepare budgets and work closely with senior management on forecasting, discrepancies, variance trend analysis, etcLead or participate in setting organization vision, global projects and initiatives; proactively identifies more efficient strategies to promote efficiencyEnsure staff are adequately prepared to support products by developing, planning, and implementing training, processes and programsInternal SupportDrive communication in the organization; ensure new information is coordinated with support teams and partner teamsDevelop relationship with Division staff, drive alignment, understanding and results needed to achieve customer satisfaction and business objectivesEstablish working relationship with Product Development and Product Management to ensure feedback from customers are addressed, actions are taken and tracked, and customers and staff are informed of progressMinimum QualificationsBachelor's degree or equivalent work experience8 years management experience in a technology or customer support industryProficient in CRM, Knowledge capture tools and processesStrong written and verbal English communication skills. (Additional language skills are a plus)Preferred QualificationsProficiency or familiarity using Autodesk products.Past experience with cloud/SaaS based applicationsExperience working managing, or working in, a remote teamFamiliarity with Quality Control Systems (desirable)The Ideal CandidatePeople-minded: empathizing with, responding to, and problem-solving customer issuesPrompt: making timely decisions based on sound logic and consideration of the consequencesMotivated: having a keen sense of ownership with a bias for action and a willingness to role-up sleevesOrganized: clarifying assignments, prioritizing work and attending to detail to ensure work is done in a timely and quality mannerStrategic: offering articulate recommendations and rationale and building support with key decision makersAttentive: actively listening to others to communicate technical information clearly and conciselyIntellectually curious: learning from mistakes, adapting to change, and seeking out ways to develop new skillsInfluential: being a role model, inspiring others and effecting a positive impact#LI-SK1Learn MoreAbout AutodeskWelcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!Salary transparencySalary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.Diversity & BelongingWe take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belongingAre you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site).
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