20/1/2011 T-Net Job Application

Print | Close Window

Position: Manager, Global Support

Company: Absolute Software Corporation
Date Posted: January 19, 2011
City: Vanc ouver

Job Description:

NO AGENCIES PLEASE! NO PHONE CALLS PLEASE!

Break free from tradition and join this innovative and fast-pac ed environment. Our world
headquarters is situated in the financ ial distric t of Vancouver, Canada with regional
headquarters in Austin, Texas and Reading, U.K. Absolute c urrently has over 6.3 million
c omputer security subscriptions under management, annual revenue growth and positive
c ash flow. We have been awarded BCTIA Company of the year, the International Stevie
Award for Best New Computer Software Produc t and the prestigious CODiE Award Winner
for Best Data Sec urity Solution.

We are rec ognized as the leader in trac king, managing and protec ting computers and
mobile devices. Every day, our Computrac e, Absolute Manage and LoJac k® for Laptops
solutions provide theft recovery, data protec tion and computer lifec yc le management
c apabilities to millions of c omputers worldwide. Our patented software agent is embedded
in the firmware of c omputers by global leaders, inc luding Ac er, ASUS, Dell, Fujitsu,
General Dynamic s Itronix, HP, Lenovo, Motion, Panasonic and Toshiba, and we have
reselling partnerships with these OEMs and others, inc luding Apple.

Due to phenomenal growth and an inc reasing demand in the marketplac e, Absolute is
looking for an experienced high performing tec hnic al service oriented MANAGER, GLOBAL
SUPPORT.

This position is based in our Vanc ouver, BC Office and reports to the Vice President,
Servic es. The Manager, Global Support is responsible for leading a team of Support Team
Leads and Specialists in delivering a high level of c ustomer servic e and satisfaction on a
tec hnic al and functional level in resolving external and internal c ustomer problems related
to Absolute Software produc ts. Ac c ountable for ensuring high quality of Support
Specialist knowledge and servic e delivery.

The Manager, Global Support will have frequent contac ts with customers, peers,
managers and members of Sales, Professional Servic es, and R&D.
The scope of the Support function inc ludes: the servic ing of customer, prospect and
employee cases world- wide against a c hanging set of languages, c ommunic ation
c hannels, produc ts and hours of operation (“Case Management”), the development and
management of sub-contrac ted support partners to help deliver this (“Support Partner
Management”) and the internal operational teams (“Servic e Readiness”).

The role of Manager will inc lude a proportion of travel antic ipated at 10%.
bctechnology.com/scripts/print_job.cfm?i… 1/3
20/1/2011 T-Net Job Application

Responsibilities will include, but not limited to:

Co-ordinate the case assignment and transfer process across global units to ensure
timely distribution of know ledge and positive impact on customer satisfaction
Ensure all support functions are performed in accordance w ith documented procedures,
methods and standards
Review escalation requests for consistent application of escalation policy, approve final
case escalations to R&D and monitor the progress of escalations to ensure that they are
resolved in an acceptable timeframe
Handle customer escalations and w ork w ith appropriate departments to resolve issues
quickly and professionally
Participate in the R&D Escalation and Red/Yellow/Premium customer processes
Act as a technical and functional expert for case escalations and as a point of contact for
requests for information and assistance from internal stakeholders
Identify improvements in processes, products and personnel to improve the overall
effectiveness of the team
Provide regular reports to senior management on the performance and effectiveness of
the Global Support unit
Maintain a functional knowledge of relevant product and service offerings and support
policies
Review , respond and follow up on issues related to customer satisfaction and retention
Deliver orientations to new customers and provide ongoing education and promotion of
the Global Technical Support model
Resource Management - Recruit, retain, and coach the Global Support Team to ensure
high performance
Assist VP, Services with setting quarterly and annual business objectives and goals for
support team
Participate in cross-functional planning for new product releases w ith a focus on team
readiness and supportability
Contribute to a growing knowledge netw ork that improves the effectiveness of the
support teams and the information available to our customers
Establish requirements for the enhancement of existing support programs, processes,
systems, and technology to support and enhance the Global Support function
Identify and relay revenue generating opportunities such as service related
customizations, upgrades, implementations and training to the appropriate teams within
Absolute
Evaluate measurement criteria to measure organizational performance,
including: customer satisfaction, operating efficiency and employee satisfaction
Provide Financial planning and reporting for the support team

Skills, Educ ation or Experience

Required:

B.A. / B.S. / B.E. / B.Tech / Technical Diploma in a related field

5 years relevant business experience in the IT industry
Previous Management experience in a service oriented organization
Thorough understanding of technical support centre operations
Experience with business softw are applications and the software development lifecycle
Strong analytical problem solving and decision making skills
Excellent time management and organizational skills
Excellent verbal and w ritten communication skills
Excellent interpersonal skills combined w ith strong leadership abilities
Functional/technical background in assigned product area
Ability to w ork efficiently and independently
Ability to handle difficult or sensitive situations w ith diplomacy and tact
Personnel management practices, including interview and presentation skills, attraction
and retention planning, career path definition, goal setting and performance
management expected.
Broad technical know ledge of IT Asset Administration and netw orking concepts, security
and Internet technologies such as HTML, XML, JavaScript and ASP
Experience building and managing high performing teams
Ability to provide meaningful and constructive feedback to others
Track record in providing outstanding customer service

Preferred:

Microsoft Certified Professional (MCP) designation

bctechnology.com/scripts/print_job.cfm?i… 2/3
20/1/2011 T-Net Job Application
3+ years supervisory experience
Customer Service or support background

For additional details on Absolute Software please visit us at ww w .absolute.com.

If your skills, experienc e and education have prepared you for suc c ess in this position and
you would like to join our team of professionals, please send your resume and salary
expectations by c lic king the 'Apply by Email' button below.

Response Information:

To apply for this position, please c lick the appropriate "Apply" button (or follow the
applic ation instruc tions listed in the Job Desc ription above). If more than one Apply button
appears below, please selec t the option you prefer.

Print | Close Window

Copyright © T-NET. All Rights Reserved. | http://w w w.bctechnology.com

bctechnology.com/scripts/print_job.cfm?i… 3/3