Software and Training Support Manager (M/F)

Factory Software SA seeks a Senior Software and Training Support Manager to lead technical support and training operations, manage team performance, and ensure high-quality customer service in an on-site role in Switzerland.

This position focuses on overseeing the technical support and training functions within the company. The manager will classify incoming user requests, standardize responses, and maintain consistent service quality. Additionally, the role involves identifying customers who require specialized training or support, managing team schedules, and setting performance criteria aligned with organizational goals.

Responsibilities

• Categorize user inquiries and guarantee uniform, high-quality responses.
• Address complex or high-priority support cases.
• Monitor and maintain the technical proficiency of the support and training staff.
• Spot clients facing challenges or requiring additional software training.
• Coordinate team schedules for support, auditing, and training activities.
• Forecast and plan recruitment needs for the support team.
• Define and track success metrics for customer interactions, such as response times and resolution rates.
• Communicate product issues or feedback to relevant departments to enhance offerings and customer relations.

Requirements

• A technical degree (Bac+3/+5) in industrial computing or information systems.
• Minimum of five years of professional experience.
• At least two years of experience in a management role.
• Solid understanding of industrial computing technologies, including supervision, automation, MES, and OPC.
• Expertise in problem-solving methodologies and tools.
• Proficiency with Windows Professional and Server operating systems.
• Familiarity with virtualization platforms like VMWare and HyperV.
• Strong interpersonal and communication abilities, with a proactive and positive approach.
• Excellent organizational skills and the capacity to engage with customers at all levels.
• Fluent professional English.
• Ability to collaborate effectively within a team.
• Competence in handling crisis situations.

Nice to have

• Familiarity with AVEVA software for supervision, traceability, and batch processes.