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Senior Manager of Business Product Technical Support
2 months ago
TP-Link is a prominent provider of consumer Wi-Fi networking solutions. We are dedicated to innovating products and technologies that enhance connectivity in everyday life. Our expertise in networking positions us as a leader in emerging technologies, including smart home devices.
Our modern workspace fosters collaboration and creativity, offering a casual atmosphere that encourages teamwork. We provide our employees with comprehensive benefits, including fully covered medical, dental, and vision insurance, as well as contributions to retirement plans.
We offer a competitive benefits package, which includes over four weeks of paid time off annually, regular salary reviews, and a commitment to creating an inclusive environment that promotes career growth and advancement. Health and wellness initiatives, such as complimentary gym memberships and team-building activities, are also part of our offerings.
Position Overview:
TP-Link USA Corporation is in search of a proactive and technology-oriented professional to join our Business Technical Support team as a Senior Manager. This role will focus on our SMB and Enterprise product lines, catering to our U.S. customer base.
Key Responsibilities:
- Design and oversee the pre-sales and post-sales service processes for business networking products in the U.S. market.
- Organize responses to technical support requests from key customers, ensuring adherence to service level agreements and support programs.
- Plan and manage the training and certification system for Omada products in the U.S., including the development of training materials and maintaining relationships with training partners.
- Collaborate with R&D, testing, product, marketing, and customer service teams to ensure timely resolution of product issues.
- Develop and implement short- and long-term objectives for the U.S. Technical Support team.
- Lead team building efforts and manage the administration of the technical support team, including recruitment, training, and performance evaluations.
Qualifications:
- Minimum of 5 years of experience in managing technical support teams for business customers.
- At least 3 years of experience in network management or support.
- Expertise in Wired and Wireless Networking protocols and features.
- Ability to provide tailored customer solutions based on specific requirements.
- Familiarity with the planning, design, deployment, and maintenance of networking systems in medium to large enterprises.
- Strong troubleshooting skills for a variety of networking issues.
- Excellent communication and leadership abilities, with a collaborative mindset.
- Capacity to work effectively under pressure and manage emergencies as needed.
Preferred Qualifications:
- Experience in the networking industry.
- Relevant networking certifications (e.g., CCNA, CWNA, CCNP).
Education:
Bachelor's degree in Information Technology, Computer Science, or Computer Engineering from an accredited institution.
Compensation:
Annual salary range of $120K - $140K, plus bonuses.
Our Culture:
At TP-Link, we value ambition and passion in our employees. As a global company, we embrace diversity and foster an entrepreneurial spirit. We are looking for individuals who can directly contribute to the success of our U.S. operations.
If you resonate with our mission and values, we encourage you to consider joining our team.
