About Fortinet:

 

Fortinet (NASDAQ: FTNT) protects the most valuable assets of some of the largest enterprise, service provider and government organizations across the globe. The company's fast, secure and global cyber security solutions provide broad, high-performance protection against dynamic security threats while simplifying the IT infrastructure. If you're looking for a fast-paced, challenging and rewarding environment, then Fortinet is the place for you. With offices in EMEA, we are an equal opportunity employer offering exciting work, competitive compensation and benefits. Fortinet is looking for the best and the brightest to join our highly motivated team.

 

Job Title:

 

Technical Assistance Centre Team Manager

 

Reports to:

 

Director EMEA Technical Support

 

Location:

 

Sophia Antipolis, France

 

Job Description Summary:

 

Fortinet is growing and we are expanding our EMEA technical support team, we are looking for a passionate person to manage a team of engineers to deliver technical support excellence to a wide range of customers within the EMEA region. 

 

As a manager of a technical support team, you will need to manage and provide guidance to the technical support engineers who make up this team.

For this position, you will require management skills to carry out daily management of the team, as well as strong customer facing skills particularly when dealing with customer issues

 

The position requires strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations.  All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information.

 

 

Key Responsibilities:

 

Provide first level supervision to a team of support engineers, managing workload, response, resolution and quality Perform routine case reviews and provide feedback  Participate in the quality calibration and validation process  Carry out annual performance evaluations and communication with all team members Improve productivity by highlighting deficiencies and recommending changes in methods, processes and tools Monitor and manage operational and customer satisfaction metrics to meet organizational goals Provide training and development plans for all team members  Manage customer escalations; follow up with customer satisfaction surveys Highlight serious issues and bugs to engineering and follow up on their resolution Build and maintain strong internal relationships with other groups & teams

 

Job Requirements and Experience:

 

Energized by making customers happy and successful  A passion for collaboration and a deep understanding of the Internet security technology  Translator between business, technical, and sales people  Excellent organizational, analytical and negotiation skills  Great communication skills are a must for this job  Driven to create success in a hopeless situation, through brilliant problem solving, communication, and relentless persistence  Able to perform well in the face of tight deadlines and tough technical and organizational challenges  Strong English skills both written and verbal At least 2+ years of support management experience  Demonstrated leadership skills At least 2+ experience with direct customer interaction, preferably in a supervisory role At least 2+ years experience in a technical support role in a networking/security company or equivalent education  Troubleshooting and problem solving skills 

 

Educational Requirements:

 

Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable