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Senior Manager (m/f/d) Technical Support

Req id:  21367

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.

 

 

Strengthen our Customer Support-Team at our location in Grasbrunn near Munich with your commitment as a

 

Senior Manager (m/f/d) Technical Support

 

In this position, you will be 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.

 

This is what awaits you with us: 

  • 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

 

This is what we expect from you: 

  • 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
  • You 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
  • Previous experience with SAP technology is a plus
  • Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment
  • Excellent communication skills both written and verbal in German and English

 

Discover what we have to offer you
Our benefit package includes our support fund, additional direct insurance, grants for fitness and wellness services as well as professional training. Free underground parking spaces, good public transport connections, regular corporate events and sporting events as well as Sodexo vouchers for daily shopping in surrounding supermarkets or restaurants are further advantages that you can enjoy with us.
Take your chance at OpenText and take your next professional steps with us. We look forward to seeing you! 

 

How to apply
Do you have any questions? Your personal contact, Thorsten Henrich, Lead Talent Acquisition Advisor, will be happy to answer your questions by e-mail at  thenrich@opentext.com or by phone at +49 69 6656-39232.
Please apply exclusively via our online application portal, as we are unfortunately unable to process e-mail applications for data protection reasons. We ask for your understanding.

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

 

Roles requiring a significant amount of trust may require criminal history verification. Please ask your Talent Acquisition Advisor for more information if you have any questions. 

 

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 potential. Become an OpenText Navigator.

Apply now »