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Job Description
The Customer Tech Support Manager leads a team of Level 3 engineers which provide advanced technical support, application feasibility studies, and training for products under his/her responsibility. Elevate customer experience through proactive, timely, and empathetic technical support. This leader drives cultural transformation by fostering customer-centric behaviors, cross-functional collaboration, and team accountability. The manager also plays a key role in aligning support operations with product development, ensuring that customer pain points result in timely fixes and tangible product improvements.
Responsibilities

Team Leadership & Development: Serve as a role model in customer interactions, demonstrating clear communication, empathy, and active listening.
Coach engineers to develop soft skills and customer service habits that enhance customer satisfaction and trust.
Foster collaboration with Level 1 and Level 2 support teams to ensure continuity and customer visibility throughout the case lifecycle.
Promote accountability and ownership within the team, encouraging direct engagement with customers when appropriate.
Lead the cultural evolution of Level 3 support from a technically focused function to one rooted in customer experience and business value.
Instill a sense of urgency in the team, with strong habits around deadlines, commitments, and issue resolution follow-up.
Be a customer advocate — push for resolution of systemic product issues, influencing R&D and Product Management with clear feedback and impact narratives.
Ensure support processes focus not just on resolving issues, but on giving value back to the customer at every step.


Operational Management: Organize and oversee daily support operations, ensuring timely and high-quality responses to customers through different channels: support tickets, phone calls, and CRM interactions.
Monitor KPIs (e.g., resolution time, customer satisfaction, ticket backlog) and implement corrective actions where needed.
Manage escalations, handling customer facing meetings to address complex cases, while coordinating their resolution internally with other functions inside the company.
Organize periodic technical product training to sales force.
Support sales in pre-sales activities, such as RFP submission, technical presentations to end users.
Review and guide the team in troubleshooting methodologies, validation testing, and root cause analyses.
Ensure accuracy and completeness in technical documentation (e.g., Technical Notes, Application Notes).
Support the team in customer site visits and complex integrations when required.
Improve knowledge management practices and develop tools or procedures to reduce ticket volume and response time.

Requirements
Education: Bachelor's degree in engineering, computer science, or related field required
Languages: Italian, English Fluent
Experience: 5 years of experience in managing technical teams, ideally in a matrix or cross-functional environment.
Cross-Functional Leadership

Proven ability to work across functions (Sales, R&D, Product, Quality) to align goals and resolve customer pain points.
Experience influencing roadmaps, bug fixes, and feature prioritization based on real-world customer insights.
Ability to build trust and credibility with both technical peers and non-technical stakeholders.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Appliances, Electrical, and Electronics Manufacturing

Location: Bologna, Emilia-Romagna, Italy
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