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For your reference, we have included the original job posting below.
Frontline Technical Support Supervisor
Job Number:
25506609
Company Name:
Red Hat
Job Location:
Brno, Czech, BRNO
Job Category:
Information Technology
Frontline Technical Support Supervisor
Job Code: IRC48491 Division: Red Hat Location: Brno, Czech CZ Travel Involved: 0-10% Job Type: Full Time Job Level: 5+ years experience Education: Bachelors Degree or Equivalent Category: Support
Position Summary: The Role:
Red Hat is seeking a Technical Support Engineer in Brno. GSS is Red Hat's customer facing support organization (Global Support Services); we provide high quality technical support to Red Hat customers (subscribers) around the globe across all Red Hat product lines.
Primary Responsibilities:
- Leadership and management of the EMEA frontline technical production support team covering RHEL and JBoss in the Brno Czech Republic office in support of the main EMEA team in Farnborough, UK. - Lead the day-to-day management of a multicultural/multilingual technical team upto 10 people consisting of junior to senior Technical Support Engineers and Support Relationship Managers. - Delivering a consistent team outcome through leadership of the strategic changes happening in GSS today through to managing customer escalations with highly technical support requests from enterprise customers via the telephone and the Web. - Maintaining a high level of customer satisfaction for the EMEA region and for keeping your team's technical and non-technical skills current by promoting and driving ongoing professional and personal development. - Day to day frontline technical support team leadership and operational management of the Brno, Czech Republic near-centre team in support of the EMEA Fronline team in Farnborough, UK - Implementation of strategic change for knowledge management, customer centric support and issue problem solving - Co-ordination of improvement programs to global support process and procedures as part of the frontline support management team across regions - Mentoring and coaching EMEA team members to develop the strength and depth of technical and management skills - Leadership in problem solving including proposing and discussing fixes, providing advice and educating customers - Interfacing with sales, services, engineering, product management and support management when necessary in order to prioritise customers' requests - Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. - Provides guidance to subordinates within the latitude of established company policies. - Recommends changes to policies and establishes procedures that affect immediate organization(s). - Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. - Follows processes and operational policies in selecting methods and techniques for obtaining solutions. - Acts as advisor to subordinate(s) to meet schedules and/or resolve technical problems. - Develops and administers schedules and performance requirements; may have budget responsibilities. - Erroneous decisions or failure to achieve results will add to costs and may impact the short-term goals of the organization. - Frequently interacts with subordinate supervisors, customers and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company. - Often must lead a cooperative effort among members of a project team. - Manages, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing
Required Skills & Experience:
- Previous commercial experience in a customer services/technical support environment, in a technology- oriented company or department - Proven team management experience with customer focus and service orientation - Commercial Linux experience in the enterprise sector would be an advantage - Proven ability to learn and apply new skills/processes rapidly and coach, mentor, influence others around them - Strong troubleshooting skills and a passion for problem solving and investigation - Ability to multi-task, prioritise and work under pressure - Ability to work in process-driven environments as well as in contexts where consultation with colleagues, taking initiative and judgement calls are necessary - Ability to communicate courteously and effectively with customers, third party vendors and Red Hat associates - Knowledge of support systems and tools considered an advantage - An appreciation and passion for Open Source software would be an advantage - Fluency in English, and at least one other European language an advantage (French, German, Spanish, Italian, Russian, Eastern European, Arabic, etc.)
