Product Support Manager

Technical Support Manager

Manage a diverse team with a clear focus on helping customers adopt industry-leading 3D design, engineering, and entertainment software by providing solutions, direction, and troubleshooting for installation and licensing issues. You are responsible for leading a group of specialists who resolve customer issues reported to Autodesk Support through phone, web, online forums, and other channels while working during APAC Business hours. In addition to addressing customer issues, the specialists may also participate in various proactive support activities such as developing and delivering webinars, hosting Q&A sessions in our online communities, and publishing technical articles on the Autodesk Knowledge Network (AKN).

Responsibilities

• Manage the implementation of processes and plans to ensure the effective delivery of technical and support services for Autodesk products
• Measure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards
• Directly investigate and ensure resolution of all escalated issues related to service delivery and customer satisfaction and ensure timely communication to customers and appropriate stakeholders
• Manage and implement employee human resources programs and initiatives; ensure implementation of employee performance plans, onboarding programs, employee development, and coaching initiatives
• Manage and prepare budgets and work closely with senior management on forecasting, discrepancy and variance trend analysis, and related financial planning
• Lead or participate in setting organizational vision, global projects, and initiatives; proactively identify more efficient strategies to promote efficiency
• Ensure staff are adequately prepared to support products by developing, planning, and implementing training, processes, and programs

Internal Support

• Drive communication across the organization; ensure new information is coordinated with support teams and partner teams
• Develop relationships with division staff; drive alignment, understanding, and results needed to achieve customer satisfaction and business objectives
• Establish working relationships with Product Development and Product Management to ensure customer feedback is addressed, actions are taken and tracked, and customers and staff are informed of progress

Minimum Qualifications

• Bachelor's degree or equivalent work experience. Preferably in Mechanical/Civil Engineering
• Ten years of management experience in a customer technical support industry
• Proficient in CRM and knowledge-capture tools and processes. Knowledge of Fusion/AutoCAD/AEC/Autodesk products is an added advantage
• Strong written and verbal English communication skills. Additional language skills are a plus

Preferred Qualifications

• Proficiency with or familiarity using Fusion/AutoCAD/AEC/Autodesk products
• Experience with cloud/SaaS-based applications
• Experience managing or working in a remote team
• Familiarity with quality control systems is desirable
• Familiarity in AI tools

The Ideal Candidate

• People-minded: empathetic to, responsive to, and capable of problem-solving customer issues
• Prompt: makes timely decisions based on sound logic and consideration of consequences
• Motivated: demonstrates a strong sense of ownership, a bias for action, and a willingness to roll up sleeves
• Organized: clarifies assignments, prioritizes work, and attends to detail to ensure work is completed on time and to a high standard
• Strategic: offers clear recommendations with rationale and builds support with key decision-makers
• Attentive: actively listens and communicates technical information clearly and concisely
• Intellectually curious: learns from mistakes, adapts to change, and seeks opportunities to develop new skills
• Influential: acts as a role model, inspires others, and has a positive impact on the organization