Ingram Micro
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Sr. Operations Manager - Technical Account

Taguig City, Philippines
Job ID: 45081

Description

Ingram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions.

With $46 billion in revenue, we have become the world’s largest technology distributor with operations in 56 countries and more than 30,000 associates. We continue to strategically expand our global reach with 32 acquisitions since 2012.

Position Summary:
  • Working in a technical support facility or call center, incumbents ensure that customers receive the highest quality hot-line technical support.
  • Responds to customer service inquiries regarding company products, features and/or services.
  • Researches, documents and communicates recurring technical issues.
  • Facilitates and coordinates Returned Material Authorization (RMA) as necessary.
  • Will provide multiple levels of escalated support based on the complexity of the technical issue.
  • Will refer problems of an unusual or complex, nature to university degreed engineers/Technical Solutions Professional.
  • Associates in this job have technical knowledge typically acquired from a technical certification or Company training programs.
  • Professionals levels typically have a university education in an engineering specialty.
  • Provides engineering support to customers, customer support personnel and field support staff on systems and product issues.
  • Works with customer and company personnel to define technical problem, determine the solution and assist customer in implementing the fix.
  • May be called on-site to assist in complex technical solutions.
  • Creates tests, tools, and diagnostic procedures for use by product support personnel.
  • May quality check technical product documentation.
What you bring to the role:
  • Manages large team which would typically consists of both experienced professionals and supervisors/managers.
  • Focus on policy and strategy implementation of operational plans.
  • Problems faced may be difficult to moderately complex.
  • Influences other outside of own job area regarding policies, process and procedures.
  • Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.
  • Provide input in defining operation plans and strategies.
  • Provides input into strategic decisions that impact functional area.
  • Manages subordinate professional staff, may manage lower level associates through Supervisor/Manager.
  • Works toward objectives established by upper levels of management.
  • Will recommend and implement departmental specific procedures. Assignments are defined in terms of objectives.
  • Provides input to strategic decisions that affect functional area of responsibility.
  • Objectives for assigned area defined by upper management.
  • Latitude to make decisions to achieve goals.
  • Assists executives in defining operational plans and strategies.
  • Managers at this level may become involved in day-to-day activities where their acquired expertise and knowledge provide direction to subordinates.
  • Uses interpersonal skills to influence customers, suppliers and other comparable level managers.
  • A four year college degree (or additional relevant experience in a related field) and 8 years functional experience including a minimum of 5 years position specific experience.
  • Minimum of 5 years supervisory experience preferably managing through subordinate managers.
  • Mastery over subject area, ability to make significant contributions to the company
*This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all of these duties.
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