Technical Manager – Support and Incident Management

About Graitec Group

Founded in 1986, Graitec is a global leading Building Information Modeling (BIM) provider helping its architectural, engineering, construction, and manufacturing customers to CREATE, SIMULATE, FABRICATE and MANAGE all the data of their projects.

The company is driving growth through 3 highly complementary activities:

1. Value Added Reseller of Autodesk solutions
2. Software Editor of a suite of products complementary to Autodesk solutions for the construction industry
3. Services since Graitec is providing training, consulting and support on top of the products with a consistent focus on customer satisfaction.

Experts & Talents from all over the world. Our team is made of more than 500 outstanding talents, distributed across our 50 offices in 13 different countries, enabling us to meet our customer needs around the globe.

The team is known for its accountability, agility and customer centricity as well as indeed for its ambition for both business growth & for sure impactful innovations with more than 25% of our teams in Research & Development.

Strengthening our international leadership position. We are honored to serve more than 100 000 customers worldwide to achieve more thanks to our technologies and to rank in Top 5 largest Autodesk Partner worldwide.

Our ambition is to double our business in the coming few years as we just did in the last 4 years thanks to both organic growth & acquisition. This is why we are investing heavily on our upcoming transformation & reinforcing ongoing our teams globally.

About the Team Hiring

You will be working with a great team of technical staff both in (your country) and globally. Having the ability to pull upon the expertise of very highly knowledgeable people is a huge benefit, and will help you firstly settle into your role, but more importantly help you with your personal development.

Overview

The Technical Manager oversees Support Team and Incident Management. The Technical Manager is responsible for the Support Team (3 people) that is bringing high-quality support to more than 300 customers in 3 fields:

1. Incident management: our software is mission critical for our customers, the first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
2. Technical support: our software is highly customizable, thus requires strong technical skills (IT, database, product, Interfacing,…), a good understanding of an ERP Software (MRP, CRM, MES) and a development process understanding (qualification, testing, validation, go-live,…).
3. Product assistance: our product has a very wide scope and Knowledge management is key to drive efficiency in Product assistance.

Our ideal candidate is an energetic, tech-savvy and customer-focused professional with the ambition to build a high-level class Customer Support Service. They can look past symptoms to determine root cause, make timely decisions on problems/issues requiring immediate attention, and take responsibility for their own performance and actions.

Graitec's transition from local support to global will give the role a great opportunity to expand into other market areas. This position represents a great opportunity for the successful candidate to further their career with full hands-on training provided in all aspects of the role.

Key Responsibilities

• Manage the team to meet Service Level Agreement.
• Monitor delays and performance on tickets resolution.
• Set-up dashboards to give visibility to support team, customers and internal players.
• Develop and maintain a system to prioritize Incidents based on their impact on client business.
• Develop and maintain incident response plans and procedures.
• Maintain detailed records of incidents, their causes, and resolutions for post incident analysis and improvement.
• Manage relations and action plans with R&D and Experts teams to improve Customer support quality.
• Continuously Improve ticketing tools (Dynamics CRM), knowledge database and technical documentation.
• Update the knowledge base and documentation to facilitate quicker resolution of similar incidents in the future.

Key challenges

• Being able to problem solve making rapid decisions and divert / allocate resources during times of high pressure.
• Balancing priorities during times of high pressure or multiple system issues.
• Set-up strong process to ensure strong and accurate communications to customers.
• Evangelizing and implementing ITIL best practices.

People Manager expectations

At Graitec, the team is our 1st asset and our people managers have high expectations in regards to our employees experience. As such, they are accountable for:

Fostering a One Graitec environment:

• Role model professionalism, integrity and trust in anything you do so you can expect that from your team.
• Create an inclusive team experience where everybody feels respected and valued for who they are and what they bring to the team and the company.
• Lead the team towards curiosity, positive energy, care and empathy for each other across teams, functions, countries.
• Intentionally foster collaboration across individuals, teams and business units to achieve more together.

Growing talents:

• Non-stop hiring – constantly identify, meet and assess talents to fulfill today and tomorrow needs.
• Attract talents externally and internally that will contribute to the team achieving more.
• Ongoing focus on each team member development enabling the team to continuously learn & grow.
• Listen to aspirations and retain talents in a highly competitive market.

Driving clarity:

• Enable the team to understand the company priorities and understand how each contribute to it.
• Deliver clear roadmap and ongoing feedback to team members so they ongoing understand where they stand individually and all together.
• Coach the team to leverage resources and experts available to them to outperform business results together.

Key Success Indicators:

• Service Level Agreement - % of respect for easy, medium and critical issues.
• Ticket backlog: low number of unresolved tickets in your queue.
• Customer satisfaction rating & Customer retention rate.
• Collaborate and work efficiently with solution line reps and managers to drive awareness and promote business line.
• Drive clarity to team: Roadmaps, Performance.
• Grow Talent: Attract, Retain, Develop.
• Fostering one Graitec: Role Modeling, Diversity, Collaboration.

Responsibilities

What you must have done already:

• A minimum of 5 years' experience in Software Customer Support team.
• Experience in ticketing systems, knowledge management and remote access tools.

What is nice to have done already:

• Experience in cloud-based solution IT support.
• 1st Management experience.

Qualifications

• Ability to speak fluent English and French. Spanish skills will be appreciated.
• Results driven, focused on delivering quality work.
• Very good problem solving & troubleshooting skills.
• Attention to details.
• Excellent interpersonal skills, including telephone and written communication skills.
• Professionalism, personal integrity, and reliability.
• A positive 'hands-on' work ethic.
• Initiative and enthusiasm guided by mature sense of judgement.
• An adaptable and flexible team player.

Interview Process

• To apply – Please send your application & CV.
• Screening/Get to know discussion.
• Hiring Manager.
• Peer of hiring manager or key stakeholder to the role from another organization.
• Business Unit leader.
• HR (if applicable, mandatory for all people manager roles).

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