Job Description
Emerson Electric invites dynamic and results-driven professionals to join our growing team as a Senior Team Leader Technical Support. In this leadership role, you will be at the forefront of driving excellence in our technical support operations while nurturing a culture of innovation and continuous improvement.
At Emerson, we believe that our greatest asset is our people. This position offers an exciting opportunity to lead a talented team of technical support specialists, ensuring they deliver world-class service to our customers while also developing their careers and professional growth. You'll be instrumental in creating an environment where team members feel valued, supported, and empowered to achieve their full potential.
As a Senior Team Leader, you will collaborate closely with cross-functional teams including engineering, product management, and customer success to resolve complex technical issues and enhance overall customer satisfaction. Your leadership will directly impact operational metrics, team morale, and our reputation for excellence in the Philippine market and beyond.
If you're passionate about leading teams, solving challenging problems, and making a meaningful impact in a global technology company, we want to hear from you. Take the next step in your career and join a team that genuinely cares about your growth, well-being, and long-term success!
Responsibilities
- Lead, mentor, and develop a team of technical support specialists to achieve performance goals and deliver exceptional customer service
- Oversee the resolution of complex technical issues, ensuring timely and effective solutions that meet customer expectations
- Monitor team performance metrics, analyze trends, and implement strategies to improve quality, productivity, and customer satisfaction
- Handle escalations from customers and team members, providing appropriate solutions and documenting lessons learned
- Coordinate with cross-functional teams including engineering, product development, and customer success to resolve product-related issues
- Develop and maintain standard operating procedures, knowledge base articles, and training materials for the team
- Conduct regular one-on-one sessions with team members to provide feedback, coaching, and career development guidance
- Generate reports on team performance, identify areas for improvement, and present recommendations to senior management
Qualifications
- Bachelor's degree in Engineering, Information Technology, Computer Science, or a related technical field
- Minimum of 5 years of experience in technical support, with at least 2 years in a leadership or supervisory role
- Proven track record of managing and developing high-performing teams in a fast-paced environment
- Strong analytical and problem-solving skills with the ability to make data-driven decisions
- Excellent interpersonal and communication skills in English, both written and verbal
- Experience with CRM systems, ticketing platforms, and remote support tools
- Understanding of technical products, systems, or software is highly advantageous
- Customer-focused mindset with a passion for delivering service excellence and team development