Western Digital Senior Manager Software Development Engineering Apps 

Spain, Catalonia, Barcelona 

792657285

But we can’t do it alone. Today’s exceptional data challenges require your exceptional skills. It’s You & Us. Together, we’re the next big thing in data.

Key Responsibilities

1. Team Leadership and Management

   • Recruit, train, and mentor a team of technical support engineers.
   • Conduct regular performance evaluations, provide constructive feedback, and support career development for team members.
   • Foster a collaborative and customer-focused team culture to achieve high customer satisfaction and operational efficiency.

2. Customer Support Operations

   • Oversee the daily operations of the technical support team, ensuring timely and accurate resolution of customer issues.
   • Manage and monitor issue tracking systems to ensure SLAs and KPIs are met consistently.
   • Develop, implement, and enforce support policies, procedures, and best practices.

3. Customer Satisfaction and Escalation Management

   • Serve as an escalation point for complex or high-priority technical issues, coordinating with other teams such as development, quality assurance, and product management.
   • Analyze customer feedback and support metrics to identify trends, process improvements, and training opportunities.

4. Technical Problem-Solving

   • Provide guidance and troubleshooting support for escalated technical issues, utilizing knowledge of software development and systems.
   • Ensure the support team is up-to-date with the latest product developments and industry best practices.
   • Oversee the creation and maintenance of technical documentation, FAQs, and knowledge base articles for customer and internal use.

5. Cross-Functional Collaboration

   • Collaborate with Product Development, Sales, and Customer focused support teams to provide a seamless customer experience.
   • Participate in product roadmap discussions, ensuring customer support needs and feedback are represented.
   • Drive customer-centric enhancements and advocate for technical improvements based on customer insights and support data.

6. Reporting and Analysis

   • Develop and manage support metrics, reporting regularly on team performance, customer satisfaction, and product-related issues.
   • Escalate critical or high-impact customer issues to upper management, ensuring awareness of urgent situations that may affect customer relationships or require immediate attention.
   • Provide insights into product and service enhancements, supporting data-driven decisions across the organization.
   • Utilize metrics to identify trends and opportunities for process optimization, training, and improvement of service delivery.

• BA/BS degree or higher in Business Management, Computer Information Systems (CIS), Management Information Systems (MIS), Operations and Information Management (OIM) or other equivalent combination of education and experience.
• Experience working on and managing projects or programs with cross-functional teams.
• Deliver solutions and strategies while mitigating or removing obstacles for your team members.
• Experience utilizing software to keep projects organized, track metrics, and report on progress.
• Experience in related roles such as business analysis, process design, analytics, and enterprise customer service / support.
• Proficiency in analyzing support data to drive decision-making and improvements.