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  • Posted: Aug 1, 2022
    Deadline: Not specified
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  • Microsoft Corporation (commonly referred to as Microsoft or MS) is an American multinational technology company headquartered in Redmond, Washington, that develops, manufactures, licenses, supports and sells computer software, consumer electronics and personal computers and services. Its best known software products are the Microsoft Windows line of operatin...
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    Senior Service Engineering Manager

    As a lead, you will mentor and coach your team members to transform customer experience and support their career growth. Your ability to foster a supportive and inclusive team culture where employees care about each other, are customer obsessed, data driven and help each other succeed by modeling these behaviors will be key to your success.

    A successful candidate for this role obsesses about customer experience, technology, and leading teams delivering complex, highly visible customer engagements. Along the way, you have learned how to negotiate, manage through critical situations, and developed strong communication skills to establish priorities, all while growing and leading teams. You are comfortable with ambiguity, rapid changes, tight deadlines and thrive on making data driven decisions.

    The Microsoft Identity team is a fun, inclusive community committed to working closely with customers and each other. We pride ourselves on building strong relationships with our customers so we can deeply understand their requirements and deliver solutions that satisfy their needs and exceed their expectations. We build these same relationships within our team and are looking for people who are eager to collaborate. 

    Responsibilities

    • Lead a team of customer engineers delivering customer care experience.
    • Create a high performing team culture that values diversity, individual growth, and continuous learning
    • Proactively monitor and enabled your team to support technically complex and critical issues in a 24x7x365 global team environment
    • Periodically adjust working hours according to business needs, including weekends, and participation in on-call rotations.
    • Recognize customer’s operational and support trends, share insights and recommendations to engineering, customers, and account team to prevent repetition of similar issues.

    Qualifications

    • 8+ years of direct customer engagement experience, either in an engineering role with a strong customer focus, or a field role with a strong technical focus
    • 5+ years of people leadership experience
    • S./B.A. Degree in Computer Science, Engineering, or related field.
    • Excellent written and verbal communication skills
    • Excellent technical and functional design skills, with demonstrated ability to learn new technology quickly
    • Demonstrated passion for data driven decision making
    • Strong critical thinking and problem-solving skills with a bias towards leading through example
    • Willingness to travel (domestic and international) – up to 25% travel is required

    Method of Application

    Interested and qualified? Go to Microsoft on careers.microsoft.com to apply

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