Global Software/Firmware Support Lead

The Global Software/Firmware Support Lead is responsible for driving strategic initiatives and continuous improvements across end-to-end processes for the software and firmware support organization. This role will align all strategic initiatives for processes, policies, and technologies across geographies. The Software/Firmware Global Lead will play a crucial role in ensuring our support organization is equipped with the knowledge, training, and processes needed to deliver outstanding service to our customers.

Key Responsibilities:

• Lead the development and maintenance of knowledge bases for our Software/Firmware products.

• Design and deliver training programs for customer support teams to ensure they are well-equipped to assist customers with Software/Firmware issues.

• Establish and optimize support processes to enhance efficiency and effectiveness.

• Collaborate with product management, engineering, and other cross-functional teams to stay updated on product changes and ensure support readiness.

• Monitor and analyze support metrics to identify areas for improvement and implement corrective actions.

• Act as a subject matter expert for our Software/Firmware products within the customer support organization.

• Drive continuous improvement initiatives to enhance the overall customer support experience.

• Oversee the support process and training for Software/Firmware at Levels 2-3 and maintain a strong relationship with Customer Support Engineers (CSE) to drive product improvements.

Minimum Requirements:

• 8+ years in-depth functional expertise in Customer Support or related field.

• Domestic and international travel is required.

Preferred Qualifications:

• Bachelor's degree in Business, Engineering, or Computer Science.

• MS Dynamics 365 experience.

• 5+ years project leadership experience.

• Excellent written and verbal communication skills to effectively communicate with all levels of management and teams.

• Ability to quickly absorb product and process knowledge and apply appropriately to meet strategic goals.

• Strong analytical skills, knowledge of benchmarking processes and application of best practices, and problem-solving skills.

• Global experience.

• Formal Continuous Improvement training (i.e., Six Sigma).

• Ability to influence.

• Decisive yet collaborative leadership style.

• Creative problem solver.

Soft Skills:

• Strong teamwork and collaboration skills.

• Excellent problem-solving abilities.

• Effective communication and interpersonal skills.

• Leadership and mentoring capabilities.