The Global Applications Support Manager role is responsible for managing, organizing and continuously improving the Application Engineering team’s support towards customers. They gather customer requirements for new business opportunities, translate them to a product proposition, liaise with R&D in case special development is needed and manage the execution of new business projects with colleagues from other department and our factories in other locations.

General Responsibilities

• Manage a team of application engineers and technical support engineers
• Handles our business processes to enhance winning new business opportunities by ensuring optimum technical support towards our customers and flawless execution of our new business opportunity projects
• Pro-active attitude for continuously improving performance and drive for results; customer focus and can-do mentality
• Handles the gathering of information and building knowledge of applications and translate this in innovative product solutions

Experience / Qualifications

• A university degree required (i.e. Bachelors degree) or equivalent relevant work experience.
• Ability to lead, coach, and develop team members
• Holds self and others accountable to achieving goals and standards
• Ability to work in a fast-paced environment to handle multiple competing tasks and demands
• Strong communication skills; oral, written and presentation
• Strong organization, planning and time management skills to achieve results
• Strong personal and professional ethical values and integrity
• Proficient in Microsoft Office programs (Outlook, Word, PowerPoint, and Excel)
• Strong interpersonal & collaboration skills to work effectively with all levels of the organization including suppliers and/or external customers
• Ownership of Incident, Request, Problem, Escalation processes, and SOPs/Knowledge Management to ensure high performance, accurate reporting, and implement service improvement activities.
• Take charge of major incidents, coordinate with resolving parties, communicate effectively with stakeholders, and conduct post-incident reviews.
• Oversee relationships with third-party vendors and service providers, ensuring SLA compliance and contractual obligations.
• Set and negotiate SLAs for service delivery, actively managing adherence.
• Drive excellence, monitor SLAs, and enhance commitment to superior global service delivery, while ensuring strict adherence to established systems and procedures.
• Collaborate with the ServiceNow Team to enhance tool capabilities.
• Champion Service and Support in projects, gaining a deep understanding of projects affecting the service area.
• Undertake any reasonable tasks within your capabilities.
• Recruit, train, and mentor the team for ongoing priorities and performance.
• Cultivate a culture of continuous improvement within the Global Applications team.
• Expert knowledge of ITIL disciplines with an ITIL Foundation Certification.
• 10+ years of experience leading Application Support Teams with a strong understanding of technical aspects.
• Expertise in overseeing relationships with third-party vendors and service providers, ensuring SLA adherence.
• Excellent communication and interpersonal skills for effective collaboration.
• Proficient in developing and maintaining metrics, adept at creating impactful dashboards.
• Analytical skills to analyze key performance indicators for continual service improvement.
• Availability to work outside traditional hours when required.

SmarterTogether

• Collaborating at Sensata means working with some of the world’s most talented people in an enriching environment that is constantly pushing towards the next best thing
• Employees work across functions, countries and cultures gaining new perspectives through mutual respect and open communication
• As OneSensata, we are working together to make things work together 

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