Software Support Engineering Manager at Toshiba Global Commerce Solutions

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Full Time

Start Date

Immediate

Expiry Date

08 Jan, 26

Salary

0.0

Posted On

10 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Leadership, Analytical Skills, Interpersonal Skills, Communication Skills, Programming, Gen Ai, SRE, CRM Systems, Application Log Analysis, Knowledge Management, Self-Service Support, Team Development, Problem Solving, Collaboration, Customer-Centricity

Industry

technology;Information and Internet

Description

Toshiba is seeking an experienced Software Development Support Manager who will be responsible for leading a department of direct reports that will include 7-14 software developers. In this role, you will be responsible for developing and executing our customer support strategy, ensuring exceptional service delivery, and fostering a culture of customer-centricity throughout the organization. You will collaborate with cross-functional teams to enhance customer experiences and drive operational excellence. Responsibilities Develop and implement a comprehensive customer support strategy that aligns with overall business objectives and enhances customer satisfaction. Lead, mentor, and inspire a diverse team of customer support professionals, fostering a culture of continuous improvement and accountability. Analyze customer feedback and support metrics to identify trends, areas for improvement, and opportunities for innovation. Collaborate with product, development, and other support teams to advocate for customer needs and drive product improvements. Establish and maintain strong relationships with key stakeholders and executives to ensure alignment on customer support initiatives. Oversee the development and execution of training programs to enhance team performance and customer engagement. Manage resource allocation for the customer support department while ensuring operational efficiency. Integrate Generative AI (Gen AI) into internal and customer support flows: Leverage Gen AI to automate routine tasks, provide instant responses to common queries, and offer personalized support experiences, enhancing overall efficiency and customer satisfaction. Drive and manage the implementation of Gen AI initiatives that will enhance the end user experience and reduce the number of non defect tickets created by end users. Implement Site Reliability Engineering (SRE) concepts: Apply SRE principles to improve system reliability, automate operational tasks, and enhance the overall performance and availability of services. Required and Preferred Qualifications Required: 6+ years of experience in customer support or related fields, with a minimum of 3 years in a leadership role. Proven track record of developing and executing customer support strategies that drive operational excellence and customer satisfaction. Strong analytical skills with the ability to interpret data and make data-driven decisions. Exceptional interpersonal and communication skills, with the ability to engage and influence stakeholders at all levels. Experience in managing customer support teams across multiple channels, including phone, email, meetings and chat. Fluent in English. Understanding and implementation of Gen Ai and SRE concepts. Experience in programming and management C, C++, JAVA. Technical Skills and Relevant Technologies Proficient in customer support software and CRM systems. Strong understanding of support process, Application log analysis. Experience with knowledge management systems and self-service support solutions. Preferred: Experience in a high-growth technology company. Familiarity with customer support software and tools, including CRM systems. Expertise in customer journey mapping and experience design. Knowledge of best practices in customer service operations and process optimization. Soft Skills and Cultural Fit Strong leadership qualities with a focus on team development and empowerment. Customer-focused mindset with a passion for delivering exceptional experiences. Ability to thrive in a fast-paced, dynamic environment with changing priorities. Proactive problem solver with a strong sense of ownership and accountability. Collaborative and inclusive approach to working with diverse teams. Toshiba Global Commerce Solutions, offers a competitive salary and generous benefits package including the following: Hired directly by Toshiba and 100% under payroll. Benefits of the law (IMSS, INFONAVIT). Life insurance, major medical expenses with dental and visual coverage. (For the employee and direct family members). Minor medical expenses insurance. Savings fund for employees, capped at the limit of the law. Grocery coupons. Pension plan. 30 Christmas bonus days. 12 days of vacation plus 6 floating days. EO: Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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Responsibilities

Develop and implement a customer support strategy while leading a team of software developers. Collaborate with cross-functional teams to enhance customer experiences and drive operational excellence.