Job Requisition ID #
Position Overview
Manage a diverse team with a clear focus on helping customers adopt industry-leading 3D design, engineering, and entertainment software by providing solutions, direction, and troubleshooting for installation and licensing issues. You are responsible for leading a group of specialists who resolve customer issues reported to Autodesk Support through phone, web, online forums, and other channels while working during APAC Business hours. In addition to addressing customer issues, the specialists may also participate in various proactive support activities such as developing and delivering webinars, hosting Q&A sessions in our online communities, and publishing technical articles on the Autodesk Knowledge Network (AKN).
Responsibilities
Technical Support
Manage the implementation of processes and plans to ensure the effective delivery of technical and support services for Autodesk products
Measure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards
Directly investigate and ensure resolution of all escalated issues related to service delivery and customer satisfaction and ensure timely communication to customers and appropriate stakeholders
Manage and implement employee human resources programs and initiatives; ensure implementation of employee performance plans, onboarding programs, employee development, and coaching initiatives
Manage and prepare budgets and work closely with senior management on forecasting, discrepancy and variance trend analysis, and related financial planning
Lead or participate in setting organizational vision, global projects, and initiatives; proactively identify more efficient strategies to promote efficiency
Ensure staff are adequately prepared to support products by developing, planning, and implementing training, processes, and programs
Internal Support
Drive communication across the organization; ensure new information is coordinated with support teams and partner teams
Develop relationships with division staff; drive alignment, understanding, and results needed to achieve customer satisfaction and business objectives
Establish working relationships with Product Development and Product Management to ensure customer feedback is addressed, actions are taken and tracked, and customers and staff are informed of progress
Minimum Qualifications
Bachelor’s degree or equivalent work experience. Preferably in Mechanical/Civil Engineering
Ten years of management experience in a customer technical support industry
Proficient in CRM and knowledge-capture tools and processes. Knowledge of Fusion/AutoCAD/AEC/Autodesk products is an added advantage
Strong written and verbal English communication skills. Additional language skills are a plus
Preferred Qualifications
Proficiency with or familiarity using Fusion/AutoCAD/AEC/Autodesk products
Experience with cloud/SaaS-based applications
Experience managing or working in a remote team
Familiarity with quality control systems is desirable
Familiarity in AI tools
The Ideal Candidate
People-minded: empathetic to, responsive to, and capable of problem-solving customer issues
Prompt: makes timely decisions based on sound logic and consideration of consequences
Motivated: demonstrates a strong sense of ownership, a bias for action, and a willingness to roll up sleeves
Organized: clarifies assignments, prioritizes work, and attends to detail to ensure work is completed on time and to a high standard
Strategic: offers clear recommendations with rationale and builds support with key decision-makers
Attentive: actively listens and communicates technical information clearly and concisely
Intellectually curious: learns from mistakes, adapts to change, and seeks opportunities to develop new skills
Influential: acts as a role model, inspires others, and has a positive impact on the organization
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Learn More
About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.
When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!
Salary transparency
Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.Diversity & Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging
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