Product Support Manager - Overnights

Lawson Software, the world's 3rd largest ERP provider, is looking to grow our business in America.

Leading the industry in providing collaborative, industry-tailored enterprise software, Lawson solutions are designed to fundamentally improve the business performance of our clients' organizations. The open architecture of our solutions offers our clients the choice of directly deploying a pre-configured solution or customizing our product offerings to conform to their business processes.

Job Description:
2am-10am

The Product Support Manager is responsible for providing leadership and direction for tier 3 support for a product support team. Responsibilities include managing overall operations and performance of a support team, managing customer expectations and escalations, and assisting with formulation of strategies and process improvements. This position is accountable for all aspects of support for Lawson products, third party products and interfaces that fall within the support scope of a specified product area(s). This position is accountable for achieving and maintaining service levels and customer satisfaction goals as defined in the Support Operations Handbook. The Product Support Manager also has the overall responsibility for staff recruitment, training, development and management of employee performance.

Responsibilities:
* Ensure staffing levels are adequate to maintain documented support standards for the global customer base within budget guidelines * Assist with the development, implementation and coordination of customer programs and standard operating procedures to drive efficiency and effectiveness of support operations * Communicate and enforce support policies and processes with employees, partners, and customers * Build and maintain effective working relationships with all areas of Lawson, partners, and customers * Participate in 7x24 management escalation process * Accountable for achievement of organizational KPIs * Monitor team metrics and take necessary actions to ensure the team is operating at peak performance * Deliver presentations to various internal/external user communities * Maintain a basic level of knowledge of all Lawson products and third party products within area of responsibility * Monitor overall product quality and supportability for assigned product area and provide feedback to Product Development and Delivery * Assist with metrics management and reporting * Accountable for development of knowledge base content (quantity and quality) for assigned product area * Accountable for overall support readiness for Beta and GA initiatives for assigned product team * Responsible for managing escalated issues and collaborating with other departments, as necessary to expedite resolution * Accountable for achieving and maintaining service levels and customer satisfaction goals as defined in the Support Operations Handbook * Participate in cross departmental projects * Management of off-shore resources for assigned product area Personnel Management: * Responsible for the selection, training, development and retaining direct reports to expand their capabilities and support organizational objectives * Responsible for identifying and ensuring completion of training plans needed to support future product and maintain competence within team * Create a team environment that encourages and rewards high performance * Set performance expectations and address performance issues in accordance with company policy * Complete performance reviews, merit reviews, one-on-one meetings and team meetings Fiscal Management: * Participate with budget management including budget preparation, forecasting and variance reporting * Responsible for managing operating expenses within budget guidelines and researching alternatives to limit unnecessary spending

Qualifications:
* Bachelor's degree in a related field and/or equivalent work experience
* Excellent communication skills, written and verbal English required
* Three years of software support experience
* Five years of management experience
* One year project management experience
* Understanding of product development lifecycle
* General technical knowledge of Unix, Windows or System I platforms
* Proven organizational leadership and decision-making skills
* Ability to handle customers dealing with critical business situations
* Strong presentation skills
* Budget management experience
* Ability to travel domestic and international as needed

Benefits:
Lawson offers a competitive benefits package that includes: Medical and Dental Benefits, Life and Disability Insurance, 401(k) Retirement and Profit Sharing Plan (Immediate enrollment), Employee Stock Purchase Plan, Flexible Spending Accounts, Flexible Time Off, Employee Assistance Program, Tuition Reimbursement (up to $5,000/year), and a Corporate Workout Facility. Lawson is an Equal Opportunity Employer M/F/D/V

To APPLY:
Please go to www.lawson.com/careers, find job #464, and apply!