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Position: Manager, Global Support

Company: Absolute Software Corporation

Date Posted: January 19, 2011

City: Vancouver

Job Description:

NO AGENCIES PLEASE! NO PHONE CALLS PLEASE!

Break free from tradition and join this innovative and fast-paced environment. Our world

headquarters is situated in the financial district of Vancouver, Canada with regional

headquarters in Austin, Texas and Reading, U.K. Absolute currently has over 6.3 millioncomputer security subscriptions under management, annual revenue growth and positive

cash flow. We have been awarded BCTIA Company of the year, the International Stevie

Award for Best New Computer Software Product and the prestigious CODiE Award Winnerfor Best Data Security Solution.

We are recognized as the leader in tracking, managing and protecting computers andmobile devices. Every day, our Computrace, Absolute Manage and LoJack for Laptops

solutions provide theft recovery, data protection and computer lifecycle management

capabilities to millions of computers worldwide. Our patented software agent is embeddedin the firmware of computers by global leaders, including Acer, ASUS, Dell, Fujitsu,

General Dynamics Itronix, HP, Lenovo, Motion, Panasonic and Toshiba, and we have

reselling partnerships with these OEMs and others, including Apple.

Due to phenomenal growth and an increasing demand in the marketplace, Absolute is

looking for an experienced high performing technical service oriented MANAGER, GLOBAL

SUPPORT.

This position is based in our Vancouver, BC Office and reports to the Vice President,

Services. The Manager, Global Support is responsible for leading a team of Support TeamLeads and Specialists in delivering a high level of customer service and satisfaction on atechnical and functional level in resolving external and internal customer problems related

to Absolute Software products. Accountable for ensuring high quality of SupportSpecialist knowledge and service delivery.

The Manager, Global Support will have frequent contacts with customers, peers,managers and members of Sales, Professional Services, and R&D.

The scope of the Support function includes: the servicing of customer, prospect and

employee cases world-wide against a changing set of languages, communicationchannels, products and hours of operation (Case Management), the development and

management of sub-contracted support partners to help deliver this (Support Partner

Management) and the internal operational teams (Service Readiness).

The role of Manager will include a proportion of travel anticipated at 10%.

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Responsibilities will include, but not limited to:

Co-ordinate the case assignment and transfer process across global units to ensuretimely distribution of knowledge and positive impact on customer satisfactionEnsure all support functions are pe rformed in accordance w ith documented procedures,methods and standardsReview escalation requests for consistent application of escalation policy, approve finalcase escalations to R&D and monitor the progress of escalations to ensure that they areresolved in an acceptable timeframe

Handle customer escalations and work with appropriate departments to resolve issuesquickly and profess ionallyParticipate in the R&D Escalation and Red/Yellow/Premium customer processesAct as a technical and functional expert for case escalations and as a point of contact forrequests for information and assistance from internal stakeholdersIdentify improvements in processes, products and personnel to improve the overalleffectiveness of the teamProvide regular reports to senior management on the performance and effectiveness ofthe Global Support unitMaintain a functional knowledge of relevant product and service offerings and supportpoliciesReview, respond and follow up on issues related to customer satisfaction and retentionDeliver orientations to new customers and provide ongoing education and promotion of

the Global Technical Support modelResource Management - Recruit, retain, and coach the Global Support Team to ensurehigh performanceAssist VP, Services with setting quarterly and annual business objectives and goals forsupport teamParticipate in cross-functional planning for new product releases with a focus on teamreadiness and supportabilityContribute to a growing knowledge network that improves the effectiveness of thesupport teams and the information available to our customersEstablish requirements for the enhancement of existing support programs, processes,systems, and technology to support and enhance the Global Support functionIdentify and relay revenue generating opportunities such as service relatedcustomizations, upgrades, implementations and training to the appropriate teams withinAbsoluteEvaluate measurement criteria to measure organizational performance,including: customer satisfaction, operating efficiency and employee satisfactionProvide Financial planning and reporting for the support team

Skills, Education or Experience

Required:

B.A. / B.S. / B.E. / B.Tech / Technical Diploma in a related field5 years relevant business experience in the IT industryPrevious Management experience in a service oriented organizationThorough understanding of technical support centre operationsExperience with business software applications and the software development lifecycle

Strong analytical problem solving and decision making skillsExcellent time management and organizational skillsExcellent verbal and written communication skillsExcellent interpersonal skills combined with strong leadership abilitiesFunctional/technical background in assigned product areaAbility to work efficiently and independentlyAbility to handle difficult or sensitive situations with diplomacy and tactPersonnel management practices, including interview and presentation skills, attractionand retention planning, career path de finition, goal setting and performancemanagement expected.Broad technical knowledge of IT Asse t Administration and networking concepts, securityand Internet technologies such as HTML, XML, JavaScript and ASPExperience building and managing high performing teams

Ability to provide meaningful and constructive feedback to othersTrack record in providing outstanding customer service

Preferred:

Microsoft Certified Professional (MCP) designation

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3+ years supervisory experienceCustomer Service or support background

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

If your skills, experience and education have prepared you for success in this position and

you would like to join our team of professionals, please send your resume and salary

expectations by clicking the 'Apply by Email' button below.

Response Information:

To apply for this position, please click the appropriate "Apply" button (or follow theapplication instructions listed in the Job Description above). If more than one Apply button

appears below, please select the option you prefer.

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