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Product Support Manager (Workforce Ready)

Location:

Macquarie Park - New South Wales - Australia

Function:

Professional Services and Consulting

Ref #:

201703060
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Description

An opportunity to lead a team of application support engineers at the forefront of our “customer first” philosophy to deliver simple, reliable workforce solutions.
Your ability to interface directly with customers on a wide range of technical issues alongside your experience of managing a team will enable your success in this role and progression within our successful and rapidly expanding business.

Responsibilities include:

- Working closely with technical staff to enhance overall performance. Analyzing performance, highlighting problem areas, implementing projects for improvements
- Employing extensive systems knowledge to developing technical processes to aid performance and efficiency
- Monitoring maintenance, use and repair performance against set targets
- Undertaking regular meetings, training and counselling sessions for all direct reports, soliciting feedback from support units on operations and requirements
- Responsibility for developing and maintaining positive relationships with customers (management and staff) and ensuring high level of satisfaction
- Taking responsibility for multi-shift staff within multiple states. Responsible for annual reviews, goals and development plans of technical support direct reports
- Provide standby, public holidays cover and after hour service as needed

Qualifications

Ideally, you’ll have:

- A strong customer service management track record with experience in a similar role, with demonstrated management techniques and technical support process methodologies
- Staff management and development experience including performance and incentive planning, people management, leading, motivating and supporting a team
- Case management skills including ongoing and proactive workforce planning based on call volumes, staff outages, escalations etc.
- Proven ability to understand and drive customer satisfaction key motivators.
- High level of competency within a Windows Operating and Application environment.
- Operational statistical analytical ability using applications such as Excel etc.

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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.