Manager, Advanced Service Engineer - Singapore
Manila, Metropolitan Manila, Philippines
6d ago

Fortinet is growing and we are expanding our APAC Advanced Services team. As Manager, Advanced Services, you will build and maintain long-term relationships with our customers, as well as manage and provide guidance for the ASEs who service them.

In this role, you will carry out day-2-day management of the team. You will also need to possess strong customer facing oral and written communications skills, particular in the telco and large enterprise space, when engaging with Fortinet customers.

You will need to be able to listen carefully to ensure full understanding of customer situations, and to respond well to questions when dealing with those situations, both positive and negative.

The position also requires the ability to write clearly to provide full information as well as to understand and interpret written information.

The scale of the team will expand by up to 30%, so we need someone who can handle a fast growth environment.

Responsibilities :

  • Provide leadership and management to a team of Advanced Services Engineers, managing workload, scheduling, performance monitoring and career growth.
  • Perform routine case reviews and provide feedback. Review support tickets for accuracy and to look for any trends that might indicate product problems or customer confusion.
  • Participate in the quality calibration and validation process.
  • Improve productivity by highlighting deficiencies and recommending changes in methods, processes and tools.
  • Ensure customer service excellence and guaranteed response times by actively monitoring support emails / tickets and ensuring all tickets are resolved in a timely and comprehensive manner, being creative and innovative to find solutions to complex, time-sensitive challenges that arise.
  • Provide input to training and development planning and performance evaluations. Continually assess team skills and knowledge, and usefulness of available resources and support tools and actively work with the wider organization to address gaps.
  • Identify training topics and schedule continuing education.
  • Manage customer escalations and be the first direct escalation point for the ASE team.
  • Follow up with customer satisfaction surveys.
  • Highlight serious issues and bugs to engineering and escalation teams for resolution.
  • Build and maintain strong relationships with sales, partner and engage with in-region stakeholders, driving ownership and accountability around business and support services.
  • Ensure each team member is actively contributing to the improvement of customer experience by setting expectations and contribution goals, aligned to the overall objectives of the Advanced Services business.
  • Lead recruiting and onboarding effort to support team growth.
  • Be flexible to work with the APAC AS leader on higher priority tasks, and projects as requested.
  • Requirements :

  • Energized and passionate by making the team and customers happy and successful.
  • Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
  • 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.
  • Phenomenal 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 in a supervisory role.
  • At least 2+ years experience in a technical support role in a networking / security company or equivalent education.
  • Demonstrated ability to hire and retain talent.
  • Fortinet is an equal opportunity employer.

    We will only notify shortlisted candidates.

    Fortinet will not entertain any unsolicited resumes, please refrain from sending them to any Fortinet employees or Fortinet email aliases.

    Should any Agency submit any resumes to Fortinet, these resumes if considered, will be assumed to have been given by the Agency free of any related fees / charges.

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