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Autodesk Technical Support Manager in Barcelona, Spain

Job Requisition ID #

21WD54538

Position Overview

Autodesk is looking for a Support Manager to join our growing Global Product Support organization. Reporting to the Senior Manager of Technical Support, this position is responsible for managing a group of specialists resolving issues related to our construction product portfolio.

Our ideal candidate has experience leading a team in a customer focused support environment. This role involves leading a team of Technical Support Specialists. Job duties include training, coaching, conducting team meetings, scheduling, quality assurance and escalation assistance.

As Autodesk completes its transition to a fully subscription and cloud-based company, there has never been a more exciting time to join the Global Product Support group as one of our support managers. If you thrive in a dynamic environment, if you know what it means to do business in the cloud and SaaS, and have the proven skills to lead through change then we want to talk to you!

Looking for a career that combines innovative technology and creativity, ultimately helping creative and engineering types to build a better world? If so, meet Autodesk (http://www.autodesk.com/) . Learn why Autodesk is continually ranked a top place to work by Fortune, Forbes, and Glassdoor: Top 7 Reasons You Should Work at Autodesk (http://www.slideshare.net/dustycd/top-7-reasons-you-should-work-at-autodesk-30640579) .

Main Responsibilities

  • Manage a team of specialists to achieve world-class levels of customer satisfaction; ensure appropriate resources are in place and work schedules are established

  • Work globally with counterparts and leadership globally to respond, investigate and take accountability for tasks

  • Lead or participate in driving the organizational vision, global projects and initiatives; proactively identifies more efficient strategies to promote efficiency

  • Ensure staff are adequately prepared to support products by developing, planning, and implementing training, processes and programs

  • Manage the implementation of global processes and plans to ensure effective delivery of technical support

  • 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

  • Develop a team of technical support specialists adhering to the Autodesk Culture Code

  • Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders

  • Manage and implement employee Human Resource Programs and initiatives; ensure implementation of employee performance plan, on boarding program, employee development and coaching initiatives etc.

  • Drive communication in the organization; ensure new information is coordinated with support teams and partner teams

  • Work closely with extended Autodesk teams such as Client Services, Renewals hub and Sales team to resolvecustomer issues

Minimum Qualifications

  • Bachelor's degree or equivalent work experience

  • ContactCenterManagement experience

  • 3+years management experience in a technology or customer support industry

  • Proficient in CRM, Knowledge capture tools and processes

  • Strong written and verbal English communication skills. (Additional language skills are a plus)

Preferred Qualifications

  • Proficiency or familiarity using Autodesk products

  • Past experiencewith cloud/SaaS based applications

  • Experience managing, or working in, a remote team

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers (Careers%20%3Ccareers@autodesk.com%3E) .

*From the greenest buildings to the cleanest cars, from the smartest factories to the biggest stories, amazing things are created every day with Autodesk. Over four decades we’ve worked together with our customers to transform how things are made, and in doing so, we’ve also transformed what can be made. A car’s performance now inspires the method of its manufacture, a city’s infrastructure helps predict the unpredictable, and the creation of ever-bigger universes shapes ever-bigger stories. *

Today our solutions span countless industries empowering innovators everywhere. But we’re restless to do more. We don’t believe in waiting for progress, we believe in making it. By combining and recombining technologies. By blurring boundaries, reinventing rules, and merging fields. By unleashing talent and unlocking insights across industries. By helping our customers converge on solutions to the challenges we all face today.  At Autodesk, we believe that when you have the right tools to work and think flexibly you have the power to transform what actually needs making. The power to design and make a better world for all.

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