Job Description Summary

Job Profile Summary
Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Responsible for departmental operations planning/execution or is focused on execution of professional activities within a technical discipline. Functions with some autonomy but guided by established policies or review of end results.
The job allows modification of procedures and practices covering work as long as the end results meet standards of acceptability (quality, volume, timeliness etc.).

Job Description

• A job at this level requires a people leader with ability to hire and develop talent. Includes direct people management responsibility, staffing, and performance development.
• Drives standard work and key KPIs with a focus on continuous improvement and lean processes.
• Utilizes in-depth knowledge of a technical discipline, analytical thinking, and technical experience to execute policy/strategy.
• Has knowledge of best practices and how Technical Support integrates with other functions.
• Communicates with stakeholders of all levels across the organization to align and drive Technical Support execution.
• Uses judgment and has the ability to propose different solutions outside of set parameters to address more complicated issues with technical variety and/or interdependent components.
• Uses multiple internal and limited external sources outside of own team to arrive at decisions.
• Acts as a resource for colleagues with less experience. Leads small projects with low risks and resource requirements. Explains information; developing skills to bring team members to consensus around topics within field. Conveys performance expectations and may handle sensitive issues.

• For roles outside of the USA- This role requires advanced experience in the Services & Digital Customer Support Engineering. Knowledge level is comparable to a Bachelor's degree from an accredited university or college ( or a high school diploma with relevant experience).
• For roles in USA - Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in Job Family Group(s)/Function(s)).

• Strong oral and written communication skills.
• Demonstrated ability to analyze and resolve problems, both technical and personnel related.
• Ability to document, plan, and execute programs.
• Able to effectively lead a team of remote, global, individuals of varying levels of experience.
• Note:
  
  To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.