Posted:
7/15/2024, 6:32:32 AM
Location(s):
Idaho, United States ⋅ Meridian, Idaho, United States
Experience Level(s):
Mid Level ⋅ Senior
Field(s):
Customer Success & Support
Our vision is to transform how the world uses information to enrich life for all.
Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communicate and advance faster than ever.
As the WW Technical Support & Services Manager, you will oversee service delivery and clearly communicate expectations regarding customer engagement, product support, compliance, policies, procedures, known best practices, and change management, and monitor for adoption. You will gather, categorize, and distribute a collection of insights and deep analysis results on product use and customer needs and behaviors to influence improvements and drive innovation.
The WW Technical Support & Services Manager will drive effective self-service options to help support customers wherever and whenever they choose to engage!
Primary Responsibilities, include but not limited to:
Clearly define best-in-class service level & quality targets and meet/exceed service level targets in all channels of support. Ensure weekly, monthly, quarterly and annual reporting
Drive improvements in the accessibility, speed, and quality of assisted and self service
Partner with key collaborators to enable our customer to get the most out of our products and services
Quickly and effectively assist customers through multiple channels to de-escalate issues
Manage BPO relationships. Negotiate and ensure alignment to contract agreements
Accountable for ensuring global support agents are properly trained to represent and advocate for our brand(s) and perform tasks efficiently and within compliance
Drive the development of expert product knowledge and deep technical support skills within the global support teams; Ensure technical service delivery readiness for new products and drive solutions for field issues
Advocate for practices that ensure a positive brand reputation throughout the digital, self-help and assisted customer journeys
Drive innovation and ensure we maintain a desirable differentiation from the competition
Ensure reliable and actionable data is gathered from the field
Take ownership of product experience feedback loop. Manage effective fix and real-world product user testing and report on results. Partner with collaborators to facilitate problem-solving.
Identify and define forward-looking customer support goals and action plans and align to company strategic objectives
Create, review, and publish product use articles/FAQs for technical accuracy, consistency, and user’s point of view
Oversee the creation and delivery of product onboarding/launches and assess technical performance and risks throughout the lifecycle
Partner with customers on implementing positive user experiences with product related tools
QUALIFICATIONS
Degree in computer related field or equivalent experience in product technical support
Contact center environment experience is a plus
Excellent written and verbal communication skills, including service recovery skills
Excellent attention to detail
Strong PC and Mac skills (hardware, software, and operating systems). Must know PC and Mac components from both a macro and micro perspective. Must understand nuances of different internal components and their effect on the system as a whole
Knowledge of the storage and memory market
People leader, influencer and developer
Self-motivated and ability to successfully work in a fast-paced environment
Strong sensitivity to customers’ needs
Innovator, solutions oriented, and results driven
Ability to travel internationally, as needed
As a world leader in the semiconductor industry, Micron is dedicated to your personal wellbeing and professional growth. Micron benefits are designed to help you stay well, provide peace of mind and help you prepare for the future. We offer a choice of medical, dental and vision plans in all locations enabling team members to select the plans that best meet their family healthcare needs and budget. Micron also provides benefit programs that help protect your income if you are unable to work due to illness or injury, and paid family leave. Additionally, Micron benefits include a robust paid time-off program and paid holidays. For additional information regarding the Benefit programs available, please see the Benefits Guide posted on micron.com/careers/benefits.
Micron is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, citizenship status, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.
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To learn more about Micron, please visit micron.com/careers
For US Sites Only: To request assistance with the application process and/or for reasonable accommodations, please contact Micron’s People Organization at [email protected] or 1-800-336-8918 (select option #3)
Micron Prohibits the use of child labor and complies with all applicable laws, rules, regulations, and other international and industry labor standards.
Micron does not charge candidates any recruitment fees or unlawfully collect any other payment from candidates as consideration for their employment with Micron.
Website: https://micron.com/
Headquarter Location: Boise, Idaho, United States
Employee Count: 10001+
Year Founded: 1978
IPO Status: Public
Last Funding Type: Post-IPO Equity
Industries: Computer ⋅ Hardware ⋅ Manufacturing ⋅ Semiconductor