Enterprise Support Manager

Wind River Systems in Alameda has a great opportunity for an Enterprise Support Manager. The candidate we are seeking is an excellent communicator both written and verbal, with a strong desire and ability to work with the customer to ensure their success with the use of our embedded products. This person will perform a dual advocacy role promote and support Wind River’s products and services to assigned accounts; advocate internally to ensure that assigned accounts receive the best possible service from Wind River.Please note, this is not an IT position for Systems Administration or Desktop Support. Responsibilities:· Work closely with Technical Support, Sales, Product Management and Engineering to ensure the customer’s issues are resolved within the contract terms · Act as liaison between customer and all other departments within Wind River· Provide status updates for all open Support Requests for the assigned accounts· Monitor all open Support Requests for the assigned accounts to ensure SLAs are met· Work with the Support Teams to ensure the appropriate resources are working on Support Requests from the assigned accounts and that all processes are being followed· Work with Support Management to continue to improve the Support experience for assigned accountsRequirements: · At least 5 years of customer support experience· At least 2 years of project management experience or experience handling customer escalations· Strong communication and customer service skills· Ability to build and maintain relationships with customers and other departments within Wind River· Self-motivated, independent and comfortable working directly with technical customers· BS in Computer Science, Electrical Engineering or related major Preference will be given to those candidates with the above noted requirements and:· Experience working with an integrated development environment (IDE)· Experience with embedded systems· Familiarity with the Open Source Community is a plus http://careers-windriver.com/WindRiver/jobboard/NewCandidateExt.aspx?__JobID=2737&__jbsrc=DD26F989-EFDA-4DDF-9A50-2E798BE54B64