Technical Support Manager - Global Services

Symmetricom is a worldwide leader in precise time and frequency products and services, providing "Perfect Timing" to customers around the world, including communication service providers, network equipment manufacturers, U.S. Department of Defense (DOD), aerospace contractors, enterprises, governments and research facilities.  The company's timing, frequency and synchronization solutions have helped define the world's standards, delivering precision, reliability and efficiency to wireless and wireline networks, instrumentation and testing applications and network time management.  Responsibilities: Manages staff: Americas / Asia technical support engineers for all product divisions (direct reports) Tech Support Engineer responsible for service labs and PTR validation / creation Support services manager (customer-facing documentation) and staff Functional areas of responsibility: USA service labs in Austin, San Jose, Santa Rosa Technical Support call center operations, scheduling, and work instructions Oracle CRM, Projects and Knowledge Base modules super-user responsibility and related reported including TL-9000 reporting Automated Call Distribution system prime with responsibility/coordination with IT & Sales Ops. Assurance of compliance with customer required standards for documentation and reporting (customer- specific, Telcordia, TL9000, etc.) Directs corrective actions related to network out of service and other critical conditions to include executive staff reporting Coordination with support manager for EMEA region to ensure global consistency in support operations Assigns and oversees tech support staff member participation in Engineering/Marketing Gate reviews and approval processes for new/enhanced products. Coordinates with training manager to release new or updated training course materials. Ensures assigned Tech Support Eng on gate project conducts updated product training for global tech support staff when new/enhanced products released. Coordinates with Field Service and Business Support Center managers to provide overflow staffing for E&I or training work May coordinate with Marketing and Sales to provide training to channel partners or to support demo and lab trials for customer product approvals Manages customer-facing documentation including product change notices, field service bulletins and failure mode analysis reports Defines and manages budgets for areas of responsibility Manages content on Support area of www.symmetricom.com Tasks associated with the functional management responsibilities include: Process engineering and documentation Data collection and analysis Error identification/reconciliation Report generation Individual and departmental productivity and customer satisfaction metrics Collaboration with other Symmetricom departments and primes to determine and resolve causes of customer product or process issues Participation on Global Services management team; Engineering Gate Projects, PTR meetings, and other cross-functional activities that require tech support interface. Essential Qualifications: Bachelor’s degree or equivalent and minimum 5 years experience in technical support call center management Demonstrated proficiency with computer hardware and MS Office software apps (Word, Excel, PowerPoint, Visio) Actual or equivalent experience in customer support application tools such as Oracle 11i CRM, Noetix reports, Cisco ACD call center Continuous improvement and multi-tasking mindset Leadership skills both within area of management responsibility and in cross-functional teams and activities Workforce planning and performance analysis experience Excellent project management, negotiation, relationship-building and communication (oral and written) skills Ability to interpret and analyze data Astute decision-making skills Effective crisis management skills for handling critical customer out of service conditions Position requires contact with staff / customers nights, weekends and holidays Must be available to travel both domestically and internationally Desired Qualifications: Telecom industry experience Government security clearance Experience in an ISO-9000 or TL-9000 registered company Lean six sigma or equivalent quality system experiences To apply for this position, please send your resume and contact information to jobs@symmetricom.com and reference job number GSS081201.