The Global Technical Manager is responsible for guaranteeing the technical expertise required for Evernex's TPM activity.

He is managing and leading the Expert Engineers on site and remotely.

In addition, the Regional Technical Manager manages remotely diagnostics for Evernex customer service, provides

diagnostics and an action plan including intervention on the client site.

Responsibilities:

The Global Technical Manager responsibilities includes but not limited to:

• Setting up Evernex Technical Academy

1. Trainings catalog
2. Communication / Onboarding OPS Directors

• R&D

1. Identify technologies and develop skills in key technologies for Evernex's business development.
2. Project Breakfast/Internalization of external competences

• Experts teams KPI & Synergies

1. Ensure that experts serve all OPS regions.

• Set KPI & metrics related to:

1. Technical portfolio
2. Subcontracting cost on remote support

• Actively Participating on high value programs: Lead to Cash and Sales & Operations
• Hierarchical management of the local and remote teams
• Ensure skills development for all resources
• Manage the annual performance review
• Implementation of an organization by team, ensuring permanent technical support, thus making it possible to respect the contractual SLAs.
• Ensure the correct use of the tools, in particular by ensuring that the technicians & Engineers correctly report all the necessary elements and information, (generally detailed intervention reports, timestamps, etc.).
• Propose improvement measures related to:

1. Daily work of technicians, related tools and processes (such as, BMC controller specifications and escalation procedure)
2. Close interaction with the dispatching teams, the organization of the supply chain and the technical team of the product BU

• Follow QHSE Standards.

Work conditions & environment:

• Regular travel is required
• Ensure the availability of services outside office hours, evenings, and weekends. Availability in case of escalation.
• Must comply with the internal QHSE Standard

Profile description:

Job requirements:

• Minimum of 7 years Technical Support experience in multivendor products such as servers’ storages and/or network equipment.
• Strong technical expertise, including L3 technician experience in at least one area, mandatory.
• Experience in on-site technical support and remote technical support
• French and English language skills
• Extensive knowledge of high-end servers/storage hardware (at Sun, HP, IBM, EMC)
• Bachelor’s degree in computer science, CIS or MIS, Electrical Engineering.
• IT degree could be relevant.

Desired skills:

• Energetic and assertive with a strong presence
• Persuasive with strong communication skills to initiate, negotiate and close business.
• Leadership and team management.
• Ability to solve various problems.
• Sens of priorities
• Diplomacy and organization skills