Regional Support Manager (Texas)

This position reports into the Head – Customer Support at Mobileum and will be required to provide strong process & technical leadership. The right candidate will have a solid technology background with hands on experience in managing product support team. Candidate should have a good understanding of support processes, industry best Practices and key metrics.

Job Description:

  • Managing the Support team dedicated for a region
  • Develop & refine relevant processes, systems and tools to deliver world class support
  • Manage & mentor the technical team to deliver a customer-first support experience
  • Manage team capacity planning, technical competency and training to meet Support goals
  • Manage to key metrics & SLA’s ensuring speed, quality, and especially, customer satisfaction
  • Provide regular reporting and departmental updates to senior management and key stakeholders
  • Foster an environment of continuous improvement in terms of support processes & customer sat
  • Manage AMC’s.

 

Desired Profile

Educational Qualification:

  • B.E. / B.Tech. , M.E./MS. or M. Sc. in Computer Science / Electronics Engineering

Skill Sets:

Technical

  • Expertise in Mobileum’s core areas; Mobile Roaming Services and Analytics.
  • Experience with GSM / GPRS / 3G/LTE network operators (Core Network Signaling experience and exposure to intelligent networks / CAMEL a must)

Functional

  • Strong management skills – ability to coordinate and manage team members in diverse locations.
  • Excellent verbal and written communication skills with proven expertise in Managing international mobile operators as customers
  • Self-starter use to working in start-up environment with minimal direction.
  • Multi-cultural or international experience.
  • Strong business modelling, operational management and contract negotiation expertise.
  • Ability to work independently on complex problems and collaborate across cross functional teams
  • Willingness to travel 30% of the time.

 

Work Experience

  • 10 to 15 years of experience in technical support environment.

Contact

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