Chandigarh, India

Supervisor, Support

India

Reports to: Manager, Support

Position summary

Winshuttle is seeking a Support leader to join our global management team whose strengths include superior customer focused problem resolution, strong communication and interpersonal skills. This position is a member of a global Support organization requiring a high level of global collaboration and partnership. This position will closely partner with the other managers in the global Customer Services organization to develop strategic direction, long term objectives, and overall alignment within the organization.

 

The Supervisor will play a pivotal role in solving complex issues within our customer base, mentoring their peers and planning and management of daily operations for the staff involved in the support of Winshuttle products.

Individuals in this role are passionate about working with customers and team members and display that passion by making every interaction an exceptional experience. We look for individuals with a great personality and an ability to work effectively with teams and solve customer problems in a fast and efficient manner.

 

The ideal candidate is one with drive and ambition; who’s looking for a career, not just a job. We place high emphasis on punctuality, performance and positivity within the organization.

About Winshuttle

Are you interested in working in a fun, collaborative environment, for an award winning workplace? Winshuttle is dedicated to fostering a culture of respect and innovation to support and empower employees' ambitions. We're constantly looking for entrepreneurs who aren't afraid to think outside the box, and don't take themselves too seriously. We embrace and support our employees who seek opportunities for continued learning, inspire others, and live and breathe our core PACT values. We have a work hard, play hard mentality; we're constantly evolving lean solutions for ERP business processes by day, and dominating on the frisbee golf course by night. Our strength and competitive advantage stems from our awesome employees, and we strive to create a balanced work life that is as inspiring and rewarding as life at home. Think you might be a great fit?

Essential functions and responsibilities

  • Manage the team’s performance expectations and goals, provide individual coaching feedback, maintain and improve quality, monitor real-time productivity and lead employee development.
  • Ensure the support team staffing and processes meets business requirements
  • Directs and manages team members in daily activities and annual goals
  • Review and analyze existing team effectiveness and efficiency, execute improvement initiatives
  • Management of internal and customer facing escalations
  • Incident management within support group
  • Management of the APAC support processes in alignment with global strategy
  • Metric and performance management of the APAC support team in alignment with global strategy
  • Thought leader of continuous improvement within the support organization and passion for customer satisfaction.
  • Develops, manages, and maintains relationships with vendors and consultants to address support and project activities.
  • Ensure the team develops documentation to assist in meeting business needs
  • Perform the same or very similar work as direct reports 50%+ of the time.
  • Ability to work 3rd shift: Monday to Friday from 9pm to 6am
  • Flexible schedule and extended hours may be required
  • Strong English language written and verbal communication skills
  • Limited Travel Required

Desired behaviors

  • Facilitates change – encourages continuous improvement of work practices and processes
  • Drives execution – engages and enthuse team by cascading departmental goals into individual goals. Sets high performance standards, sets clear expectations, solves problems, provides task clarity and sets boundaries.
  • Manages the team – holds team accountable, utilizes straight talk and takes corrective actions to ensure compliance and fair treatment, provides rewards and recognition.
  • Keeps the team focused and motivated – facilitate timely decision making, knows when to escalate, provides timely feedback and regular communication.
  • Technically proficient – knows own role and has a solid familiarity with team member’s roles and tasks.
  • Uses the full capabilities of the team – understands team member’s development needs and aspirations, takes these into consideration when assigning task and responsibilities. Develops and coaches so team can reach full potential.
  • Over communicates – hosts team communication (1:1`s and team meetings), cascades important and need to know information.
  • Involves employees in decision making – encourages them to communicate their ideas and proposed solutions.
  • Manages collaboratively – Foster teamwork, empowers and trusts employees to deliver, delegates appropriately.
  • Displays ethical character and competence – gains trust by acting with integrity and intent.
  • Is a role model – displays high levels of commitment and energy, role models our PACT values, sets high standards of behavior. Influence others positively, act as a good citizen of Winshuttle.

Knowledge

  • Demonstrated ability to work independently and with a team to manage multiple projects concurrently
  • Proven ability to effectively communicate with customers via phone and email
  • Proven ability to troubleshoot Microsoft Technology issues
  • Ability to capture and articulate customer requirements
  • Ability to read and interpret technical information

Experience

  • 4+ years of related experience and/or Bachelor Degree with 2-4 years’ experience
  • Advanced understanding of SAP required
  • Experience in an SAP module required. Preference for; Material Master (MM), Finance (FI) or Sales Distribution (SD), Plant Maintenance (PM) and Human Capital Management (HCM)
  • Basic SAP configuration understanding and troubleshooting
  • Exposure and experience in SAP BAPI’s highly preferred
  • Preferred experience in one or more of the following: A CRM system (Preferred SalesForce.com), Ticket tracking system, Licensing software or any other Business applications
  • Preference given for SalesForce.com and JIRA experience or exposure.

This job posting does not imply that these are the only duties to be performed. Employees occupying this position will be required to follow any other-related instructions and to perform any other job related duties requested by their supervisor. To perform this job successfully, an individual must be able to perform each essential duty and meet the physical requirements satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

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