Software and Training Support Manager (M/F)

Overview

You will manage the Professional Services team, which provides support, advice and training on Aveva software to all our customers and integrators.

Responsibilities

• Classify the reasons for user requests and ensure harmonised responses and consistent or improved service quality
• Handle the most sensitive or difficult cases
• Ensure that the technical support and training team maintain their skill levels
• Identify customers who are experiencing specific difficulties or who need training and support on our software
• Manage the technical support team\'s schedules for assistance, audit and training assignments
• Plan the team\'s recruitment needs
• In line with the company\'s objectives, set the success criteria for customer interaction (response time, response rate, etc.)
• Pass on any information or problems encountered to the various departments concerned with a view to improving the products and services offered, as well as communication with customers

Qualifications

• Higher technical education (Bac +3/+5) in the field of industrial computing/information systems with at least 5 years’ professional experience and at least 2 years’ management experience.
• Bonne connaissance des technologies liées au domaine de l’informatique industrielle (supervision, automatismes, MES, OPC…)
• Proficiency in problem-solving methods and tools
• Proficiency in Windows Professional and Server operating systems
• Knowledge of virtualisation environments (VMWare, HyperV, etc.)
• You have strong interpersonal and communication skills, a positive attitude and a proactive stance
• Organisational skills and the ability to interact with customers at all levels.
• Fluency in professional English
• Ability to work in a team
• Ability to manage crisis situations
• Knowledge of AVEVA software (supervision, traceability, batch...) is a real plus