VMware Technical Support Manager - Global Support Services in Heredia, Costa Rica

As Manager of Technical Support, you will have the responsibility to manage a highly skilled technical support team in our organization. You will work closely with our Technical Support Management team including the Sr. Managers of Technical Support, Director of Technical Support, Western US and the VP of Global Support Services, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers.

Responsibilities

· Provide superior technical support and service to the VMware customer base

· Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution

· Manage and develop the support teams, including hiring, professional development and proactive project work

· Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management

· Develop and implement practices that measure the effectiveness and performance of the Technical Support Function

· Lead and/or being involved in Global Strategic Initiatives

· Work with VMware’s engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions

Requirements

· Must be trilingual (Spanish / Portuguese / English) with exceptional English communication ability

· 8 years of experience in the software industry with a minimum of 3 years in technical support management, including people management

· Background in the development and management of remote support groups, international support groups, and 24x7 support operations

· Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization

· BS/BA degree or equivalent technical experience, MBA a significant plus

· Experience in both small and large companies is highly desirable

· Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable

· Excellent communications and interpersonal skills as well as problem resolution expertise

· Track record of accomplishment and effectiveness within organizations

· Exceptional customer focus

· Familiarity with CRM or incident tracking and management systems such as Siebel, Remedy, Clarify, etc

VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. VMware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.