Global Software/Firmware Support Lead

The Global Software/Firmware Support Lead is responsible for driving strategic initiatives and continuous improvements across end-to-end processes for the software and firmware support organization. This role will align all strategic initiatives for processes, policies, and technologies across geographies. The Software/Firmware Global Lead will play a crucial role in ensuring our support organization is equipped with the knowledge, training, and processes needed to deliver outstanding service to our customers. 

Key Responsibilities: 

• Lead the development and maintenance of knowledge bases for our Software/Firmware products. 

• Design and deliver training programs for customer support teams to ensure they are well-equipped to assist customers with Software/Firmware issues. 

• Establish and optimize support processes to enhance efficiency and effectiveness. 

• Collaborate with product management, engineering, and other cross-functional teams to stay updated on product changes and ensure support readiness. 

• Monitor and analyze support metrics to identify areas for improvement and implement corrective actions. 

• Act as a subject matter expert for our Software/Firmware products within the customer support organization. 

• Drive continuous improvement initiatives to enhance the overall customer support experience. 

• Oversee the support process and training for Software/Firmware at Levels 2-3 and maintain a strong relationship with Customer Support Engineers (CSE) to drive product improvements. 

Minimum Requirements: 

• 8+ years in-depth functional expertise in Customer Support or related field. 

• Domestic and international travel is required. 

Preferred Qualifications: 

• Bachelor’s degree in Business, Engineering, or Computer Science. 

• MS Dynamics 365 experience. 

• 5+ years project leadership experience. 

• Excellent written and verbal communication skills to effectively communicate with all levels of management and teams. 

• Ability to quickly absorb product and process knowledge and apply appropriately to meet strategic goals. 

• Strong analytical skills, knowledge of benchmarking processes and application of best practices, and problem-solving skills. 

• Global experience. 

• Formal Continuous Improvement training (i.e., Six Sigma). 

• Ability to influence. 

• Decisive yet collaborative leadership style. 

• Creative problem solver. 

Soft Skills: 

• Strong teamwork and collaboration skills. 

• Excellent problem-solving abilities. 

• Effective communication and interpersonal skills. 

• Leadership and mentoring capabilities.