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Senior Manager (m/f/d) Technical Support

Req id:  14797

Grasbrunn, BY, DE

 

OPENTEXT - THE INFORMATION COMPANY

 

As the world's leading provider of software-based solutions for enterprise information management (EIM), OpenText offers a comprehensive portfolio of products, services, and cloud services for the intelligent and networked enterprise. We help our more than 120,000 customers worldwide digitize data and processes and use analytics and artificial intelligence to gain deeper insight into business processes to make the right business decisions.

 

 

Reporting to a Director, Customer Support, this position is responsible for the professional development of a large team of direct reports to increase overall job satisfaction and employee performance, as well as meet business objectives and organizational goals to drive both customer and employee satisfaction. This includes talent management, prioritizing and managing escalated and large accounts, interfacing with customers, and ensuring compliance with the Open Text Customer Support policy.

 

You can now strengthen our consulting team at our locations in Grasbrunn near Munich with your commitment as

 

Senior Manager (m/f/d) Technical Support

 

 

You Are Great at:

  • Motivating and recognizing your team members to grow individually and as a team
  • Having direct responsibility to oversee the operations of the Customer Support team. This encompasses but it’s not limited to, time management, issue prioritization, and policy compliance to achieve operational excellence
  • Delivering a customer centered philosophy and coaching Customer Support team members to deliver an exceptional customer experience
  • Acting as a mentor to support team members through their career growth and development at OpenText
  • Managing all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress
  • Developing standard operating procedures for the Open Text Customer Support team
  • Participating in talent management activities such as hiring, performance management, training, etc.
  • Providing leadership and facilitating open communication between Support Specialists within the group and other departments within Open Text
  • Understanding the technology and concepts of the products your team is working on

 

What It Takes:

  • Bachelor's or master’s degree or global equivalent in Computer Science or related field, work experience demonstrating management skills and a high level of technical aptitude
  • Demonstrated growth mindset with a proven record of delivering action plans to improve efficiency and quality
  • Creative thinker and able to adapt to change
  • Have a positive presence and can deal with difficult conversations
  • Solid team building skills and previous experience leading technical teams
  • Strong knowledge in interfacing with customers in a support capacity
  • Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment
  • Previous experience with SAP technology is a plus
  • Excellent communication skills, written and verbal, in German and English

 

Discover what we have to offer you
Our benefit package includes our benevolent fund, additional direct insurance, grants for fitness and wellness offers as well as professional training measures. Free underground parking spaces, good public transport connections, regular company and sporting events as well as Sodexo vouchers for daily shopping in the surrounding supermarkets or restaurants are further advantages that you can enjoy with us.

 

Seize your chance at OpenText and take your next professional steps with us. We look forward to you!

 

How to apply
Any questions? Your personal contact, Thorsten Henrich, Lead Talent Acquisition Advisor, will be happy to answer your questions by email at thenrich@opentext.com or by phone at +49 69 6656-39232.
Please apply exclusively via our online application portal, as unfortunately we cannot process e-mail applications for reasons of data protection. We ask for your understanding.

 

#LI-TH1

 

 

 

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

 

OpenText does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract and a signed search assignment between Open Text and the recruitment agency or party requesting payment of a fee.


OPENTEXT - THE INFORMATION COMPANY

Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

Perks 
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Benefits 
Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and your potential. Become an OpenText Voyager.

Apply now »