Posted by: "Danny Ochoa (c)" dochoa@vmware.com
My name is Danny Ochoa and I work as a Recruiter for the Global Support Organization at VMware. We are experiencing tremendous growth in our Broomfield office and are looking to hire a Manager of Technical Support.
I've included the Job Description to introduce you to the role.
You would be working with cutting-edge technology and products.
This role offers a compensation package that consists of a market competitive base salary + VMware restricted stock units. All new hires receive 15 days (3 weeks) paid time off. (Pro-rated based on your start date) Health: (Full Medical, Dental, and Vision benefits). We also offer education and tuition reimbursement.
If you are available and interested, would you be available for a 30 minute phone interview with me?
I look forward to hearing from you. If you are interested, please forward your resume and contact information to Brian Ferguson ferguson@vmware.com
Manager, Technical Support
VMware Overview
Virtualization is the technology that is poised to change the way we think about computing. VMware (NYSE: VMW) is the global leader in virtualization solutions from the desktop to the datacenter. Customers of all sizes rely on VMware to reduce capital and operating expenses, ensure business continuity, strengthen security and go green. With 2008 revenues of $1.9 billion, more than 130,000 customers and more than 22,000 partners, VMware is one of the fastest-growing public software companies. VMware's award-winning technology, market-leading position and culture of excellence provide the more than 6,600 passionate people we employ in 40 locations worldwide with a platform for professional growth and the excitement of being an early-stage innovator.
About the Global Support Services Team
The VMware Global Support Services (GSS) team supports over 10,000 companies running VMware servers in over 100 different countries. GSS provides time-zone optimized coverage throughout five support centers globally. The GSS team supports the entire suite of VMware products for global customers and partners and participates in developing new products and new versions of current products. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the "best of the best" supporting business-critical applications in a virtual infrastructure.
Job Description
As Manager of Technical Support, you will have the responsibility to manage a highly skilled technical support team in our organization. You will work closely with our Technical Support Management team including the Sr. Managers of Technical Support, Director of Technical Support, Western US and the VP of Global Support Services, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers.
Responsibilities
* Provide superior technical support and service to the VMware customer base
* Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution
* Manage and develop the support teams, including hiring, professional development and proactive project work
* Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow, incident management, and telephony
* Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
* Lead and/or being involved in Global Strategic Initiatives
* Work with VMware's engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions
Requirements
* 8 years of experience in the software industry with a minimum of 3 years in technical support management, including people management
* Background in the development and management of remote support groups, international support groups, and 24x7 support operations
* Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
* BS/BA degree or equivalent technical experience, MBA a significant plus
* Experience in both small and large companies is highly desirable
* Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable
* Good communications and interpersonal skills
* Track record of accomplishment and effectiveness within organizations
* Familiarity with CRM or incident tracking and management systems such as Siebel, Remedy, Clarify, etc
Danny Ochoa | Internet Sourcer
VMware Inc. | 3400 Hillview Ave. | Palo Alto, CA 94304
Office: 650.427.3709 | Mobile: 323.327.7553
dochoa@vmware.com
Virtualization is the technology that is poised to change the way we think about computing. VMware (NYSE: VMW) is the global leader in virtualization solutions from the desktop to the datacenter. Customers of all sizes rely on VMware to reduce capital and operating expenses, ensure business continuity, strengthen security and go green. With 2008 revenues of $1.9 billion, more than 130,000 customers and more than 22,000 partners, VMware is one of the fastest-growing public software companies. VMware's award-winning technology, market-leading position and culture of excellence provide the more than 6,600 passionate people we employ in 40 locations worldwide with a platform for professional growth and the excitement of being an early-stage innovator. Interested in joining us or know someone who might be?
