Senior Manager, Technical Support

2 weeks ago

Singapore Autodesk Full time

Job Requisition ID #

25WD85581

Position Overview

Senior Manager, Technical Support - APAC leads a global technical support management team with a focus on helping customers adopt industry-leading 3D design, engineering, and entertainment software. We achieve this by providing solutions, direction, and troubleshooting for technical support issues as well as leading the evolution and delivery of proactive support. When successful we deliver capabilities that aid our customers in their adoption and value of Autodesk products.

This position reports to the Senior Director of Customer Technical Success with added accountability to Directors across Geo’s.

**Responsibilities**:
- Lead our technical support teams. Experience in setting up operational practice and cadence Leading a team of 3-5 Managers in different product lines and indirect team of 25+- Lead a team of managers or team leads accountable for operational practices of technical support teams- Work with peers to ensure global operational alignment and practices- Liaise with leadership to contribute to the setting of organizational vision and for input and actions on priorities and tasks- Measure 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 standards and schedules- Investigate and ensure resolution of escalated issues related to service delivery and customer satisfaction, and ensure timely communication to customers and appropriate stakeholders- Manage budgets and resourcing by working closely with direct reports, partners and leadership on adherence, forecasting, discrepancies, trend analysis, etc- Drive or lead innovative improvements- Lead, participate, or support in the execution of organizational vision, global projects, and initiatives- Interface with program and project managers to prioritize programs and initiatives that support Customer Technical Success strategy and vision- Proactively identify improvements to promote efficiency and improvements to the customer experience- Identify and manage the implementation of processes and plans to ensure effective delivery of technical support services for Autodesk products- Lead and participate in projects that support team strategy and vision including policy, process, documentation, and training- Lead and motivate talent- Manage and implement employee Human Resource programs and initiatives; ensure implementation of activities including but not limited to employee performance plans, onboarding programs, employee development and coaching initiatives- Manage and mentor team members- Ensure staff are adequately prepared to support products by developing, planning, and implementing training, processes, and programs- Lead with accountability, communication and relationships- Lead, reinforce and promote our Culture Code in how you act, think, do- Drive communication within the organization; ensure new information is coordinated with support teams- Develop relationships, drive alignment, understand the results needed to achieve customer satisfaction, employee satisfaction and business objectives- Establish effective working relationships across Customer Technical Success teams to improve processes for product quality, communication, and team engagement- Demonstrate leadership at the Customer Technical Success or Customer Success Organization level to communicate messages and strategic content- Lead local site engagement activities including monitoring site sentiment, location dynamics, facility configuration, and promoting a deeper sense of community- Respond to site/area emergencies and liaise with appropriate parties to take necessary steps

Minimum Qualifications- Relevant bachelor's degree. Overall 14+ years of experience, with 5+ years of senior technical people or team management- Experience in leading global product / technical support teams- Proficiency in CRM, Knowledge capture tools, Workforce Management tools and relevant processes- Strong written and verbal English communication skills

Preferred Qualifications-
- Experience managing or working in a remote team- Familiarity with Quality Control Systems (desirable)- Proficiency or familiarity with using Autodesk products or associated industries- Adaptable: Work with different Geo's, flexing around their needs and demands as required- Impactful: Be a role model and inspire others- Courageous: Empathizing with, responding to, and problem-solving customer or employee issues- Business Results: Making timely decisions based on sound logic and consideration of the consequences- Accountable: Having a keen sense of ownership with a bias for action and a willingness to roll up sleeves- Smart: Clarifying assignments, prioritizing work, and attending to detail to ensure work is done in a timely and high-quality manner- Innovative: Offering articulate recommendations and rationale and building support with key dec

  • Technical Support

    6 days ago

    Singapore This is an IT support group Full time

    Job Responsibilities Front line support via telephone and emails Ensure all issues are attended to efficiently Manage customers requests and enquiries in a professional and timely manner Liaise with vendor on all hosting matters Basic troubleshooting a variety of technical and non-technical issues customers are having with their web hosting plans and...

  • Technical Support Specialist

    6 days ago

    Singapore This is an IT support group Full time

    Job OverviewThis is an IT support group focused on delivering exceptional customer experiences. As a key member of our team, you will be responsible for providing top-notch technical support to our clients. Your primary goal will be to resolve technical issues efficiently and effectively while ensuring seamless communication with...

  • Senior Technical Support

    4 days ago

    Singapore Biofourmis Full time

    The Senior Tech Support assists in managing and maintaining the performance and stability of all products deployed in clinical trials and commercial rollouts. The Senior Tech Support will also work alongside our sales, operations, software development and products team to serve our client partners in other aspects including but not limited to, inventory...

  • Senior Technical Support Consultant

    1 week ago

    Singapore WIZ TECHNOLOGIES (S) PTE LTD Full time

    The number one goal of everyone in our team is to make our Clients exceptionally happy. The Senior Technical Support Consultant (Level 3) plays an important role in making sure that happens. The Senior Technical Support Consultant (Level 3) handles escalated support requests from Technical Support Consultant (Level 2) where they can’t handle as well as...

  • Technical Superintendent

    3 weeks ago

    Singapore RAFFLES TECHNICAL SERVICES PTE. LTD. Full time

    Roles & ResponsibilitiesResponsibilities:Monitors and communicate and fleet reporting system where required the assigned vessels daily vessel performance in safety, technical and operations. Monitor in coordination with the Master and Chief Engineer Officers that the vessel conforms to port state and flag state requirements. Monitor and maintain the...

  • Technical Superintendent

    12 hours ago

    Singapore RAFFLES TECHNICAL SERVICES PTE. LTD. Full time

    Roles & ResponsibilitiesResponsibilities:Monitors and communicate and fleet reporting system where required the assigned vessels daily vessel performance in safety, technical and operations. Monitor in coordination with the Master and Chief Engineer Officers that the vessel conforms to port state and flag state requirements. Monitor and maintain the...

  • Technical Project Coordinator

    7 days ago

    Singapore RAFFLES TECHNICAL SERVICES PTE. LTD. Full time

    About UsAt Raffles Technical Services Pte. Ltd., we pride ourselves on being a dynamic and innovative organization that drives excellence in the maritime industry. Our commitment to delivering exceptional results has earned us a reputation as a trusted partner among shipping companies and owners. We're now seeking a talented individual to join our team as a...

  • Senior Technical Advisor

    6 days ago

    Singapore This is an IT support group Full time

    Job DescriptionWe are looking for a Senior Solutions Engineer to partner with our Enterprise Accounts team.You will be the primary technical resource for our clients, sharing your product and technical expertise through presentations, product demonstrations, and technical evaluations.As the technical expert, you will work closely with clients to understand...

  • Technical Support Engineer

    6 days ago

    Singapore This is an IT support group Full time

    Technical Support Engineer Job Description:We are seeking a highly skilled Technical Support Engineer to join our team. As a member of our technical support team, you will be responsible for providing technical assistance and support to our clients.Responsibilities:Providing technical assistance and support to clients via phone, email, and in-personResolving...

  • Technical Support Specialist

    3 days ago

    Singapore This is an IT support group Full time

    **Job Description:**We are an IT support group seeking a highly skilled and dedicated individual to join our team as a Technical Support Specialist. In this role, you will be responsible for providing front-line technical support to customers via telephone and email.Key Responsibilities:Manage customer requests and enquiries in a professional and timely...

  • Technical Support Specialist

    6 days ago

    Singapore This is an IT support group Full time

    Job DescriptionThis is an IT support group that provides technical assistance to customers via telephone and emails. The primary goal of this role is to ensure all issues are attended to efficiently, manage customer requests and enquiries in a professional and timely manner, and liaise with vendors on hosting matters.Key Responsibilities:Front line support...

  • Technical Support Lead

    6 days ago

    Singapore This is an IT support group Full time

    About Our TeamThis is an IT support group that values innovation, collaboration, and technical expertise. We require a highly skilled IT System Administrator who can contribute to our team's success.Key ResponsibilitiesThe successful candidate will have a proven track record of delivering high-quality technical support, implementing effective IT security...

  • Technical Support Manager

    1 week ago

    Singapore SURPASS STAFFING PTE. LTD. Full time

    **Primary Responsibilities**: **Team Leadership & Management**: - Lead, supervise, and mentor the technical support team, fostering productivity and morale. - Conduct regular training sessions to keep the team updated on new technologies and support protocols. - Define clear goals, objectives, and performance expectations for team members. - Oversee...

  • Senior Technical Support Consultant

    5 days ago

    Singapore WIZ TECHNOLOGIES (S) PTE. LTD. Full time

    The number one goal of everyone in our team is to make our _c _lients exceptionally happy, as customer experience is key. The Senior Technical Support Consultant (Level 3) plays an important role in making sure that happens, as the next line of support to our Level 2 Technical Consultants. Our Service Desk functions as the Single Point of Contact (SPOC) for...

  • Technical Support Analyst

    6 days ago

    Singapore This is an IT support group Full time

    This IT support group is seeking a skilled Desktop Support Engineer to provide technical support and assistance to our customers. The ideal candidate will have excellent communication skills, with the ability to explain technical concepts in a clear and concise manner.Job Summary:Installation and configuration of OS and applicationsTroubleshooting and...

  • Technical Support Manager

    3 weeks ago

    Singapore APBA TG HUMAN RESOURCE PTE. LTD. Full time

    Roles & ResponsibilitiesResponsibilities:Team Leadership and Development: Supervise, train, and mentor the technical support team, fostering a positive and high-performance culture. Customer Issue Management: Oversee and resolve customer issues, act as the escalation point for complex problems, and develop strategies to enhance customer satisfaction. ...

  • Technical Support Professional

    6 days ago

    Singapore This is an IT support group Full time

    Job Description:We are seeking a highly skilled and motivated IT Support Specialist to join our team at This is an IT support group.The ideal candidate should possess a strong technical background, excellent problem-solving skills, and a customer-focused attitude.Responsibilities:Helpdesk Support:Provide technical assistance and support to EUC users,...

  • Senior Technical Support Specialist

    6 days ago

    Singapore Panasonic Avionics Corporation Full time

    As a Senior Technical Support Specialist at Panasonic Avionics Corporation, you will play a vital role in ensuring the seamless delivery of our inflight entertainment products to customers worldwide.The position involves providing on-site support, technical guidance, and training to airline customers and OEMs to guarantee that product requirements,...

  • Technical Support Specialist

    6 days ago

    Singapore This is an IT support group Full time

    As a Technical Support Specialist with our IT support group, you will be the face of our organization for technical assistance.This role requires a hands-on approach to diagnosing and resolving technical issues while maintaining strong relationships with our valued customers.Key Responsibilities:Support Provision:Provide timely support to customers,...

  • Technical Support

    2 weeks ago

    Singapore PayerMax Full time

    Get AI-powered advice on this job and more exclusive features. Direct message the job poster from PayerMax. Job Responsibilities: Dock with global institutional merchants, including banks, PSPs, etc., and provide professional technical support. Participate in the entire process of merchant access, including early-stage demand communication, introduction and...