NetApp Technical Support Manager 

Ireland, Cork 

325696412

• Operational Excellence
• Change Leadership : Drive continuous improvement initiatives and implement changes to enhance support processes and customer satisfaction.
• People Development : Mentor, coach, and develop team members to achieve their full potential and foster a collaborative, high-performing team culture.
• Performance Coaching : Provide regular feedback and coaching to team members to improve performance and achieve team goals.
• Customer Communication : Maintain a customer-centric approach, ensuring timely and high-quality support for all customer inquiries and technical issues, with a focus on clear and effective communication.
• Escalation Management : Handle complex and high-priority customer escalations, ensuring prompt and satisfactory resolution.
• Cross-functional Collaboration : Work closely with engineering, sales, and product management teams to address customer needs and provide feedback for product enhancements.
• Performance Monitoring : Track and analyze team performance metrics, identifying areas for improvement and implementing corrective actions as needed.

• 3-5 years of experience in technical support management, preferably within the technology or cloud industry.
• Operational Understanding : Strong understanding of technical support operations, including incident management, problem resolution, and customer service best practices.
• Change Advocate : Proven ability to drive change and implement process improvements in a dynamic environment.
• Leadership : Exceptional people management skills, with a track record of developing and motivating teams.
• Performance Coaching : Demonstrated ability to coach for performance and provide constructive feedback.
• Communication : Excellent verbal and written communication skills, with a proven record of effective customer communication and soft skills.
• Escalation Management : Experience in managing and resolving customer escalations effectively.
• Problem-Solving : Strong analytical and problem-solving abilities, with a focus on delivering practical and efficient solutions.
• Adaptability : Ability to work effectively in a fast-paced environment, managing multiple priorities and adapting to changing demands.
• Customer Orientation : A deep commitment to providing outstanding customer service and building strong customer relationships.

Please submit your resume and a cover letter detailing your relevant experience and why you are a great fit for this role.