Group Leader
- Servicemax
- 5 - 9 years
- Pune
- 3 months ago
- Email to a friend
- Report this job
Job Description
Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.
Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow - all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.
A Group Leader is an entry level management and technical position whose job is to ensure a high level of PTC customer satisfaction by ensuring their group provides superior customer service. This Group Leader will manage a small team of engineers on the NOC team whose primary focus is to remediate monitoring alerts that occur for PTC s PLM SaaS customers. This is a supervisor role primarily in the North America hours with the below overall responsibilities:
- Ability to envision and appreciate customers interests and specific concerns
- Listening, collecting points of view, analyzing data, preparing reports and presenting information with key take aways
- Handling customer escalations and proactively keep management informed about critical issues
- Coach the team to perform their job well and keeps direct reports up to date with information and upcoming events
- Visible and accessible to employees on a regular basis
- Self-Motivated, willing to lead by example with positive attitude and demeanor
- Demonstrates the ability to comprehend complex problem descriptions and effectively communicate possible resolution options in a verbal and written medium which may help address customers ongoing problems
- Contributes to departmental goals and objectives / metrics and plans; may contribute to organizational goals
- Participate in on call rotation
Technical Skills
- Minimum 4 years experience in a customer facing role with a Bachelor s Degree in Computer Science, Mechanical, Electronics & Telecommunication Engineering. Experience with Windchill will be considered in lieu
- Excellent Excel skills
- Basic understanding of SaaS products and Cloud Terminology
- Familiarity with Python or some other scripting language is a nice to have
Soft skills
- Strong customer focus
- Strong written and verbal communication skills
- Good prioritization & organization skills
- Ability to recognize conflict and work through it
- Good ability to motivate and persuade others
- Experience working with Cross Functional Teams
Life at PTC is about more than working with today s most cutting-edge technologies to transform the physical world. It s about showing up as you are and working alongside some of today s most talented industry leaders to transform the world around you.
If you share our passion for problem-solving through innovation, you ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us
We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here ."
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Technical Support - Non VoiceEmployement Type: Full timeContact Details:
Company: ServicemaxLocation(s): Pune
Keyskills: PLM Data analysis HP data protector SAAS Telecommunication Customer service Monitoring Python
Similar positions
Servicemax
ServiceMAX Facility Management Pvt. Ltd.ServiceMax, an ISO 9001:2015 Certified 17 years old leading Facility Management Company thrive to deliver cost effective and customer centric Housekeeping and Facility Management Solutions to help its Business Partners and Society at large in building an eco...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in