Technical Support Manager

Job Requisition ID #

26WD96298

Position Overview

Manage a diverse team with a clear focus on helping customers adopt industry-leading 3D design, engineering, and entertainment software by providing solutions, direction, and troubleshooting for installation and licensing issues. You are responsible for leading a group of specialists who resolve customer issues reported to Autodesk Support through phone, web, online forums, and other channels while working during EMEA Business hours. In addition to addressing customer issues, the specialists may also participate in various proactive support activities such as developing and delivering webinars, hosting Q&A sessions in our online communities, and publishing technical articles on the Autodesk Knowledge Network (AKN).

Roles and Responsibilities

Technical Support

Manage the implementation of processes and plans to ensure the effective delivery of technical and support services for Autodesk products

Measure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards

Directly investigate and ensure resolution of all escalated issues related to service delivery and customer satisfaction and ensure timely communication to customers and appropriate stakeholders

Manage and implement employee human resources programs and initiatives; ensure implementation of employee performance plans, onboarding programs, employee development, and coaching initiatives

Manage and prepare budgets and work closely with senior management on forecasting, discrepancy and variance trend analysis, and related financial planning

Lead or participate in setting organizational vision, global projects, and initiatives; proactively identify more efficient strategies to promote efficiency

Ensure staff are adequately prepared to support products by developing, planning, and implementing training, processes, and programs

Internal Support

Drive communication across the organization; ensure new information is coordinated with support teams and partner teams

Develop relationships with division staff; drive alignment, understanding, and results needed to achieve customer satisfaction and business objectives

Establish working relationships with Product Development and Product Management to ensure customer feedback is addressed, actions are taken and tracked, and customers and staff are informed of progress

Minimum Qualifications
Bachelor’s degree or equivalent work experience. Preferably in Mechanical/Civil Engineering

Ten years of management experience in a technology and customer support industry

Proficient in CRM and knowledge-capture tools and processes.

Knowledge of Fusion/PLM/PDM

Strong written and verbal English communication skills. Additional language skills are a plus

Preferred Qualifications
Proficiency with or familiarity using Fusion/AutoCAD/AEC/Autodesk products

Experience with cloud/SaaS-based applications

Experience managing or working in a remote team

Familiarity with quality control systems is desirable

Familiarity in AI tools

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Learn More

About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

Salary transparency
Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging

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