We are looking for a Senior Manager of Application Support to join our Support Team and provide advice and guidance on application best practices and troubleshooting. You will be responsible for monitoring the information, solutions, and suggestions offered by the Support Team and ensuring they meet our high-quality standards. You will also serve as an escalation point offering coaching and resolutions. Additionally, you will identify opportunities to improve and scale internal processes, working closely with the Support Operations Manager with some shared responsibilities. As a leader and developer of people, you will foster a culture of professional growth and feedback within the Support Team.
Responsibilities:
Develop and implement long-term strategies for the Application Support team.
Lead cross-functional projects to enhance customer satisfaction and operational efficiency.
Provide advice and guidance to the Support Team on application best practices and troubleshooting.
Monitor the information, solutions, and suggestions offered by the Support Team and ensure they meet our quality standards.
Serve as an escalation point for handling concerns in support and offering coaching and resolutions.
Develop and monitor KPIs to measure team effectiveness.
Report weekly stats on the performance, quality, and satisfaction for Application Support and analyze the trends and issues.
Identify opportunities to improve and scale internal processes and implement them.
Work closely with the Support Operations Manager on shared responsibilities, such as performance, training, and hiring.
Advocating for customers' needs and expectations internally and externally.
Oversee the phone support for our providers and ensure they receive timely and accurate assistance.
Identify opportunities to improve the process and efficiency of phone support and implement best practices and standards.
Collaborating with IT to develop and implement customer notifications for system impairments or downtime
Liaison with development for new release features, provide feedback and suggestions on application improvement, test and validate new features.
Coaching by providing guidance and support to team members.
Talent Development, in identifying and nurturing potential within the team.
Qualifications:
Proven experience in managing application support team or a related field.
Excellent communication and coaching skills, both written and verbal.
Ability to identify and implement process improvements and drive change.
Experience working in a collaborative team environment and managing multiple priorities.
Bachelor's degree in business administration, other related fields of study or equivalent job experience
Flexibility in schedule to work with clients and employees across time zones
Experience with business applications and software applications such as Zendesk, Jira, MS Office
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Fortive Corporation Overview
Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
Fortive: For you, for us, for growth.