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Business:  Navis
Job Function:  Field / Customer Service
Location: 

Chennai, IN

Apply by:  31-01-2020

Manager Customer Support

Purpose of the position

At Navis, you will find a rewarding career where you can thrive at every level. We invest in our teammates through offering competitive compensation and benefits, progressive training opportunities that empower employees to achieve total (physical, financial, social & community) wellbeing. In addition to challenging and meaningful work, you will find a strong work-life balance and a deep commitment to developing you. Navis’ culture thrives on teamwork and diversity. So, bring your unique perspective and talent to Navis and thrive in your every work day

Navis LLC is an equal opportunity employer, committed to a diverse and inclusive workforce.

Position Summary:

Navis is seeking a top-notch Customer Support Manager. You will work from our Zenith, Phase III, Ascendas IT Park, Chennai and report into the Customer Experience, Regional Vice President, APAC, Hong Kong

The Support Manager plays a key role in our Customer Support organization. The manager will lead a team of Support Engineers handling global customer support cases from all (US/EMEA/APAC) regions and providing leadership.  The manager will be expected to own/manage customer relationships and drive both his/her organization and the broader Support organization towards improved service and customer satisfaction. The Manager’s team is built on regional and functional skill set considerations which results in a cooperative engagement between regional and global teams.  

The Support Manager will need to work across groups within Navis (Regional Support Teams, Product Management, Engineering, and others) in the process of prioritizing cases towards scheduling releases and updates to clients.  The Manager will serve as the primary conduit between his regional or functional team and the broader organization. 

In addition, the Support Manager will directly deal with regional or assigned customers and will handle escalations, particularly high-priority or time-critical events. The manager will deploy ad hoc teams of Support Engineers to focus and resolve these situations as needed.

What you’ll need to succeed:

Lead a team of Support Engineers who own vital Navis customer relationships. Lead/Resolve and/or escalate problems as required to management or across functions.  

Collaborate with Professional Services to ensure Projects to be transitioned complies to Support readiness with issues, cases, risks identified prior to transitioning to Support.

Own/manage customer relationships and drive both given region and the broader Support organization towards improved service and customer satisfaction

Work across groups within Navis (Regional Support teams, Product Management, Engineering, other) towards timely handling of issues and resolution

Ensure that each team member achieves minimum metrics and KPIS’s as defined in the support process and will enforce efficient efforts in terms of quantity and quality

Play a key role in assisting the overall group in meeting corporate objectives by providing direction to employees according to corporate policy and management guidance

Deal with regional or assigned customers and handle escalations, particularly high-priority or time-critical events. The manager will deploy ad hoc teams of Support Engineers to focus and resolve these situations as needed

Hire, retain, motivate the best and brightest employees in the team. Provide a positive Customer Experience for all accounts and client engagements

You will be part of:

Maintain systems/processes (SFDC, Jira, Confluence), ensure efficient Support Case Flow and manage exceptions

Contribute to the development, measurement, and monitoring of Support Metrics/KPI’s, assure compliance to successfully achieve Departmental goals and deliver world-class services

Attend periodic core team meetings to assure support compliance with the deployment schedule

Communicate with assigned Customers to provide status reports, updates related to urgent or critical situations. Deal with support quality problems on an individual basis

Perform root cause analysis and design seamless process for a corrective action plan. Engage and partner with other groups within Navis in programs to ensure quality and support readiness

Work collaboratively with other regional Support Managers to ensure consistency of process methodology and best practices

Direct staff, determine necessary technology advances and educate Support Engineers on the use of the application as used in an organization's day-to-day operations.

Train and coach employees on customer support best practices and or TOS domain.

Interested to join?

BS or MS in degree in computer science, Engineering or related technical or management disciplines

5+ Years of related Customer service management experience

3+ Years of experience with mission-critical, industrial enterprise solutions required

Technical Skills in TOS, Networking, Oracle, Unix, or Container Terminals desired

Exceptional customer service, writing, and oral communication skills

Strong leadership, time/account management, and organizational skills that are applied toward meeting goals and objectives

Flexibility and ability to work extended hours under tight deadlines as well as willingness to travel based on business need 

Project Management experience is a plus

Decision Making, Critical Thinking, Teamwork, Attention to Detail, Working Under Pressure, Ability to Meet Goals.