Technical Support Manager – North America

Primary Responsibilities:

• Manage a group of 5-15 resources, providing them with ongoing communication and support to ensure all performance goals are being met
• Manage workload within the team including setting appropriate expectations on work capacity and leveraging all resources as needed
• Work closely with Senior Management and with Support managers in Europe and Asia on the execution of service offerings
• Work closely with and support activities of the Renewal Sales and Sales organizations
• Focus on customer satisfaction through activities including reviewing survey results, managing escalated situations, and representing PTC on customer conference calls or corporate visits

Requirements:

• Ability to establish and maintain excellent relationships across a wide variety of internal and external roles, from technical contributors to senior management
• Excellent written and verbal communication skills
• Strong negotiation and objection handling skills
• Ability to effectively manage crisis situations
• Ability to manage customer expectations clearly, concisely, and in summary format
• High level of initiative and works well in a team environment
• Strong presentation skills with the ability to articulate strategic ideas and concepts.

Experience Required:

Basic Qualifications: