Sr Support Manager - Automation

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Job Description:

Product Support Manager

Job Overview

This position is responsible for managing the implementation of business objectives for a global support team with a focus on a the Automation product portfolio; to expedite the successful resolution of external and internal customer support issues and escalations to maintain customer satisfaction and enable adoption.  This position is also responsible for the professional development of a team of direct reports to increase overall job satisfaction and employee performance. 

Key Responsibilities

• Global responsibility for the AOD Automation product portfolio.  Analyze global team performance metrics and customer feedback to identify support improvement opportunities.

• Support representative to R&D leadership ensuring alignment on key initiatives, working directly with product development management on product quality improvements; planning and implementing changes to drive quality and customer satisfaction.

• Manage the resolution of escalated product technical issues.

• Review workload/skill requirements for the global team and perform gap reduction/workload distribution management.

• Measure individual and team performance against goals and present to leadership during operational reviews.

• Frequently interact with functional peers to address issues and improve business operations 

• Regional responsibility for direct management of product-aligned teams ensuring performance and productivity, and matrix responsibility for a global product-aligned team.

• Ensure professional development of the team.

• Reduce case volume by leveraging Knowledge Centered Service (KCS) best practices and ensuring team contributes to community success.

• Make hiring, termination, and compensation decisions. 

• Perform Goal Setting and Performance Management, including measurement and appraisal of employees, as well as promotion recommendations. 

• Ensure the integration, reuse, and improvement of self-service materials are integrated into the problem-solving process. Looks for new methods to eliminate cases using KCS best practices. 

• Determine after-hours work schedules to ensure weekend Severity 1/escalation coverage. Participate in Manager on Call weekend rotations.

• Review regional team’s support surveys, thank customers for positive surveys, contact customers who have provided negative surveys to determine and address the root cause.

• Address customer concerns brought to our attention by customers or Regional Support Managers by engaging the appropriate personnel to resolve.

• Ensure the health and safety of the workforce.

Typical Role Definition

Senior managerial staff. Manages a Product Support department within the company, accountable for the following activities: 

• Leads team to meet the operating objectives of the company and department. 

• Collaborates with Sustaining Engineering (L2), Development, Product Management, Regional Support Managers, Customer Adoption Managers and Escalation Team to ensure success. 

• Mentors and develops the team. 

• Implements common policies/procedures aligned with the Product Support business area.  

• Analyzes and challenges current working methods to create improvements in processes and results. 

• Resolves complex problems based on data analysis and lean six sigma theories. 

• Applies the latest technical support/company tools, principles, theories, procedures, and concepts. 

• Works with minimal supervision. 

• Leads and/or contributes to high-level projects that have an impact on the company’s future direction.  

• Uses Reward and Recognition Programs to keep employees engaged, motivated and satisfied.

• Performs resource management by collaborating with HR and recruiting agencies, interviewing and assessing suitable candidates to hire appropriately qualified personnel.

• Performs goal setting and performance management, including measurement and appraisal of employees, as well as promotion recommendations.

• Encourages employees to take ownership of their personal career planning and empowers their independence and decision making.

• Assigns projects or special assignments to team members.

Business Travel and Physical Demands

• Business travel of approximately 10 or less percent yearly is expected for this position.

Physical demands:

• Office environment. No special physical demands required.

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Preferred Education

• Preferred: Bachelor's Degree in Computer Science or a related field, or equivalent work experience demonstrating leadership skills and a high level of technical aptitude.

Skills & Competencies

• Project management experience/discipline with the ability to successfully develop programs and drive them to completion.  

• Excellent written and oral communication skills; excellent presentation and public speaking skills.

• Self-motivated and able to effectively manage activities with minimal supervision.

• Ability to navigate across the organization to solve problems.

• Strong coaching and mentoring skills.

• Demonstrate the use of interpersonal and social skills in individual and group settings, including:

  • Actively listening to what other people are saying.

  • Verbally communicating fluently and confidently with subordinates, peers and senior management.

  • Presenting written communication in appropriate formats with good grammar and punctuation.

  • Instructing, coaching and mentoring to improve performance and employee development.

  • Networking to proactively establish a variety of contacts and build new relationships.

  • Negotiating to reconcile differences and produce an agreement.

  • Recognizing and resolving conflict through collaboration and consensus.

• Experience in team supervision and leadership:

  • Evaluate and assess the processes and results of a team.

  • Give instructions and measure the accomplishment of a task.

  • Set goals and provide appropriate feedback.

  • Motivate a group of people toward a common goal.

  • Provide guidance or direction in new situations.

Work Experience, Certifications & Product Knowledge

• Understanding of the Product Space from a functional, business and market perspective.

• 15+ years of experience in the IT software industry, including a minimum of 5 years in a management capacity. Broad understanding of industry trends and directions.

• Previous experience in technical support leadership and/or software development leadership roles.

• KCS certification preferred. 

• Lean Six Sigma certification preferred.

Additional Job Description:

Compensation and Benefits

The annual base salary range for this position is $129,400 - $207,000

This position is also eligible for a discretionary annual bonus in accordance with relevant plan documents, and equity in accordance with equity plan documents and equity award agreements.

Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.

Broadcom is proud to be an equal opportunity employer.  We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law.  We will also consider qualified applicants with arrest and conviction records consistent with local law.

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