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Operations Manager, Customer Technical Support (Cebu, Philippines)

Qualcomm Inc.

Job Code:
Qualcomm Inc.
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Job Details

Job Title Operations Manager, Customer Technical Support (Cebu, Philippines)
Jobid 1963530
Location: PHL
Job Description:
**Job Id**
Job Title
Operations Manager, Customer Technical Support (Cebu, Philippines)
Post Date
Qualcomm Life, Inc.
Life at
Job Area
Engineering - Customer Engineering
Job Overview
QCL Operations is seeking an experienced, independent minded, self-motivated site lead, based out of Cebu City - Philippines, with leadership and team building experience. Candidate will be primarily responsible for hiring, building team and cross training an experienced team of strong operational customer support engineers with varied skills for service delivery. In addition, the candidate will be responsible for setting up 24x7x365 global customer support. Candidate will drive compliance to the quality process and standards established by Qualcomm Life for day to day operations and identify and drive changes to Operational quality processes as needs arise. Finally, the candidate should have proven experience to succinctly represent the state of local business and challenges to off-shore management.

Candidate will be primarily responsible for hiring, building, leading and cross training an experienced team of strong customer support engineers in Cebu with varied skill sets ranging from customer facing communication, handle/resolve customer reported requests and complaints, ability to debug client and server applications consisting of databases, application software, middleware and other IT infrastructure in Amazon Web Services etc., and monitor/manage service incidents and deploy upgrades to the infrastructure and web applications.

Candidate will setup 24x7x365 Tier-2/3 global framework for customer support to drive high customer satisfaction and metrics driven outcomes. Responsibly interact with customers and train the staff with similar capabilities and qualities in providing best customer experience by following QCLs quality procedures.

Work with Engineering, IT and other global operations team to support speedy resolution of customer reported issues, and product or other infrastructure issues (Tier-3 support) to drive high infrastructure and service uptime.

Follow continuous improvement principles to identify challenges in delivering speedy and quality customer service and service uptime. Proactively coordinate with global operations team and/or other local 3rd party training services to identify solutions to challenges.

Work under minimal guidance and execute to direction provided by global operational leads. In addition, be the voice for the local operations team.
Minimum Qualifications
Bachelor's degree in Engineering, Information Systems, Computer Science, or related field.

5+ years Software Engineering or related work experience.

2+ years experience with Programming Language such as C, C++, Java, Python, etc.
Preferred Qualifications
8+ years Software Engineering or related work experience.

3+ years experience with Database Management Software.

3+ years experience with API.

3+ years experience working in a large matrixed organization.

1+ years of work experience in a role requiring interaction with senior leadership (e.g., Director level and above).
Education Requirements
Bachelors degree in computer science or equivalent engineering discipline, and masters degree in management or similar discipline is a big plus.
EEO employer: including race, gender, gender identity, sexual orientation, disability & veterans status.

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