Technical Support Section Manager – Europe

About PTC (NASDAQ: PTC)​

PTC unleashes industrial innovation with award-winning, market-proven solutions that enable companies to differentiate their products and services, improve operational excellence, and increase workforce productivity. With PTC, and its partner ecosystem, manufacturers can capitalize on the promise of today’s new technology to drive digital transformation.

Requirements:

• Ability to establish and maintain excellent relationships across a wide variety of internal and external roles, from technical contributors to senior management.
• Excellent customer service, management and communication skills.
• Ability to analyze incident patterns and take appropriate actions resulting in proactive support.
• Ability to improve and develop Technical Support policies and procedure
• Strong negotiation and objection handling skills.
• Ability to manage customer expectations clearly, concisely, and in summary format.
• High level of initiative and works well in a team environment.
• Ability to gain an understanding of IoT technology and applications across industry verticals.
• A sound understanding of Online Communities
• Fluent in English (written/spoken), additional languages (German, French) are a plus.
• Office location is Bucharest, Romania.

Basic experienced required:

• Ideal candidates will have a bachelor’s degree with an additional 1-3 years of management experience.

Primary responsabilities:

• Manage a group of 8-10 technical resources including providing them with ongoing communication and supporting them to ensure that all performance goals are being met.
• Manage workload within the team including setting appropriate expectations on work capacity and leveraging all resources as needed.
• Deliver regular performance reviews and collaborate on career development plans with all individuals in the team.
• Work closely with and support activities of various other PTC departments such as Consulting, Sales, etc. .
• Review group activities with Technical Support management to identify areas for skill and process improvement and communicate actions back to the team.
• Focus on customer satisfaction through activities including reviewing survey results, managing escalated situations, and representing PTC Support on customer conference calls, corporate visits, or onsite visits.