Position: Sr Technical Support Engineer
Location: Milpitas, CA

Company:
In this position, the individual will be responsible for maintaining a very high level of customer satisfaction. The individual will manage and lead day to day operation from off site of the EMEA call center, travel as required to our call centers for training, new product, and service launches, and provide technical guidance to a team of technical support experts providing support in various languages from our EMEA/LAT call center. Roles & Responsibilities also include management of the technical support team - at our EMEA/LAT call centers - to ensure the teams are adequately trained to resolve customer issues and queries, handling and resolving customer escalations directly from customers and/or from regional call centers, facilitating new product introduction and the technical support team are fully trained prior to product release, monitoring key metrics, KPI and Service Level for continuous improvement in customer satisfaction and progress toward overall objectives and long-term Customer Service goals and leading regularly scheduled conference calls to discuss and monitor the quality of support provided via phone, email and chat. Lastly the individual will attend Quarterly Business Reviews (QBR) as required, ensure that Support personnel are following best process and practices to efficiently resolve customer issues and communications to the customers provide feedback from customers to product management and engineering teams via appropriate systems and work with Customer Support and RMA team to manage RMA process for EMEA and LAT.

This position requires a Bachelors Degree and minimum of 5-6 years experience in technical support functions required. The individual must have prior experience of managing technical support professionals in a fast-paced, growing, multi-lingual call centers required, Consumer Electronics Industry experience preferred and working knowledge of CRM and Online Support Tools. The individual must also have superb written and verbal communication skills and customer interaction skills, strong interpersonal, teamwork and process development skills and be able to travel up to 25-50%. Additional language proficiency like German, Dutch will be a definite plus.

Contact:
For immediate consideration, please submit your resume online to:
sjobs.brassring.com/1033/ASP/TG/cim_jobdetail.asp?partnerid=11730&siteid=111&AReq=5901BR&Codes=LINK