• Lead a team of employees that are responsible for providing world-class technical support to our Hospitality customers for a specific region or major accounts customer pod
• Implementing short & long-term Customer Support strategies, recognizing strategic opportunities and high pay-off activities that lead to success
• Setting the right priorities including quantitative and qualitative objectives for your team to drive effective day-to-day 24/7 technical customer support of software and hardware products, implementing quick and permanent solutions for customer issues
• Attracting, retaining, and developing needed talent to build world-class support, setting high standards for individual and team performance, and continuously raising the bar
• Operational responsibility for ensuring the team is properly staffed, and has the skills, techniques, tools, and processes to meet or exceed customer expectations
• Organizing training and development of the team, including team leads
• Identifying, defining, and implementing improvements to technical support processes, performance measurement, and cultural systems
• Developing and implementing best practices and standard operating procedures within assigned teams
• Gathering and analyzing data to drive in-depth root cause analysis and fact-based decision-making to ensure recurring customer issues are resolved effectively and devise a more proactive support experience
• Managing and effectively resolving high-profile customer escalations, ensuring regular status updates to the customer and internal stakeholders
• Creating a collaborative environment between the different support teams and working closely with the advanced technical team to continuously improve software and hardware products to prevent customer support issues
• Creating an environment that encourages innovation and recognizes both team and individual contributions while holding all team members accountable for their contributions in relation to their goals and objectives
• Contributing to customer requests for proposals and assessing the feasibility of delivery. Understanding competitive pressures and addressing competitive opportunities
• Participating in special projects as assigned by leadership by performing duties relevant to the business operation that differ from the primary work duties and responsibilities
• Ensuring the required level of quality, quantity, and efficiency of work
• Ensuring the required level of accountability, responsibility, work ethics, etc
• Ensuring the required level of teamwork, office discipline, communication, and behavior
• Submitting daily/weekly/monthly reports to their manager
• Supporting less experienced colleagues in the Team through joint working, monitoring, coaching, training, direct feedback, and knowledge sharing

SW Support Engineer III