Senior Manager, Technical Support Engineering - Watertown, United States - Boston Dynamics

Description

The Senior Manager of Technical Support for Boston Dynamics is a strong tactical decision-maker who leads teams of managers and technical support professionals in the Customer Success org's mission of world-class customer-centric support for complex, highly technical, and sophisticated product ecosystem, including the Spot and Stretch solutions

Key responsibilities include:

Ensuring the productivity and effectiveness of teams responsible for product lines to meet customer expectations and SLAs and achieve continuous improvement in the delivery of high-quality supportDriving greater team throughput and efficiencies, reducing marginal costs for customer supportCommunicating performance and progress to internal and external stakeholders, technical and non-technical audiences.

Coordinating teams' service delivery plans, tools, and processes to meet and measure service KPIs.

Knowledge & ApplicationRequires a mix of technical know-how, strategic vision, analytical strength, and a focus on efficiency and cost savings.

Must be able to work across multiple disciplines to identify challenges, establish protocols, and implement programs.

Must have a deep understanding of robotics, product design, networking, and communications systems, sensors and data, service processes, and support infrastructure.

Accountable for results that may have a significant impact on Customer Success and business functions.
Collaboration & InteractionInteracts regularly with senior management on customer experience and needs.

Collaborates with cross-functional teams, including product development, engineering, sales, quality, and support, to share technical and customer knowledge, challenges, and priorities.

Manages technical conversations with external stakeholders and customer decision-makers.
Requires the ability to persuade others in sensitive and complex situations while preserving relationships.


Qualifications:
5+ years in customer-facing rolesBachelor's degree or higher in Engineering/Computer Science related subjectExperience managing, consulting, and negotiating with customers and strong interpersonal skillsA bias-towards-action, with a willingness to 'roll up your sleeves' to get the job doneStrong technical skills or ability to quickly learn technical concepts and proficiency in a high-level programming languageThe ability to thrive in a variable and demanding environmentA passion for helping improve customer experience#LI-SF1#J-18808-Ljbffr