This role will be responsible for managing or helping lead a team of Support Engineers who are responsible for delivering customer satisfaction by ensuring that our customers receive a high-quality, timely service, and an efficient, productive and motivated team. This involves
taking ownership of all aspects of the team and its success, including full personnel responsibility for the team members.
Providing technical leadership and mentoring to the team.
Managing multi-phase, multi-product projects against committed timelines & handling team resource.
Handling any escalations from engineers & customers, ensuring the team has a plan to contain and resolve the issue.
Driving ongoing personal development, coaching and motivation for engineers.
Increasing team productivity by ensuring the team has the support, tools, training and systems necessary to deliver excellent service efficiently.
strong technical leadership skills, including in high pressure situations
raw smarts and strong analytical & problem-solving skills
excellent communication skills, including in customer-facing situations
strong interpersonal and people development skills
a good understanding of the telecoms industry, ideally with knowledge of US telecoms
lots of energy and drive