Job Detail

Job Description

Position Overview

Autodesk is looking for a Technical Support Manager to join its Global Product Support group. With a clear focus on helping customers adopt industry-leading tools, this role is responsible for leading a group of specialists resolving customer product issues reported to us primarily via scheduling a call, logging a case, or chat. All our teams have a direct influence on customer adoption and enable customers to realize the value of their investment. Our ideal candidate gathers and analyzes the most critical information needed to understand problems and generate innovative ideas and solutions to solve them; ensures that customer issues are resolved, pulling the right groups together to be in service for the customer; holds all stakeholders accountable for achieving goals; and encourages others to take appropriate risks, shaping an environment where people are empowered to step up and take responsibility. You will have a great track record for directly managing and developing teams of technical support specialists or customer service specialists using modalities such as chat, web cases, or phone. You will have a high level of accountability and strive to get things done.

As Autodesk completes its transition to a full subscription and cloud-based company, there has never been a more exciting time to join the Global Product Support group as one of our live 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. Learn why Autodesk has continually ranked a top place to work by Fortune, Forbes, and Glassdoor: Top 7 Reasons You Should Work at Autodesk. 

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
• You will be required to work during the American time zone as well as reasonable ad hoc requests outside of these core hours
• 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 identify 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, onboarding program, employee development, coaching initiatives, so on. 
• 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 resolve customer issues 

Minimum Qualifications

• Bachelors degree in Civil engineering/ Architecture / Mechanical or equivalent degree
• 3+ years of team leadership with a minimum of 6 team members 
• 8+ years of technology and customer support experience 
• Proficiency in BIM/Revit, AutoCAD, and Navisworks knowledge would be an added advantage
• Knowledge of BIM Standards and workflows 
• Proficient in CRM
• Experience supporting cloud/SaaS-based applications
• Experience in managing a shared services team would be an added advantage 
• Preferred experience on KCS tools and processes 

Skills Required

• Communication Skills
• English Fluency
• Java
• MS Excel
• MS Office
• MySQL