Technical Support Manager

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. 

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.  

In Support Services, TS Management is responsible to protect and grow annual recurring revenue (ARR) by

providing a seamless PTC experience to achieve our customers’ desired outcomes and accelerate customers’ success to go further than they thought possible

Primary Responsibilities:

• Manage and operate customer support centers (phone, email, web) for PTC Software users
• Oversee functional areas such as product lines, customer segments, and partner relationships across regions
• Develop and execute action plans based on strategies or initiatives set by senior leadership
• Drive customer success and act as a customer advocate within PTC
• Handle escalations and build ongoing customer relationships
• Serve as a people manager, leading and developing a support team

Requirements:

• Confidence, communication, and interpersonal skills to lead customers, both verbal and written.
• Ability to manage multiple urgent issues in parallel
• Ability to work with team members, management, and cross-functionally to achieve a mission
• Willingness to be proactive and take on new challenges.
• Ability to speak English and Japanese well.
• Customer mindset and passion for excellence.

Key Job Focus Areas:

• People Management: Develop and coach direct reports, execute any plans, and build collaborative relationships internally and with customers.
• Project Management (Sponsor): Promote projects within the organization, assist with scope clarification, document business needs, and advise on project-related issues.
• Strategic Planning: Continuously improve TS delivery and customer service, propose new services based on customer feedback, anticipate future needs, and implement operational plans.
• Process Owner: Take accountability for a specific global support process, including designing, managing changes, documenting, and reviewing the process.
• Escalation and Stakeholder Management: Act as the point of contact for high priority or escalated customer issue, and communicate effectively with internal teams, engineers, and customers. Represent the support team in cross departmental meetings.

Preferred Qualifications:

• Experience managing teams and departments (2 - 10+ people), responsible for coaching younger members, creatively solving complex problems and recognized as an expert both internally and externally.
• Exposure to implementation, support, consulting, or development in enterprise business applications.
• Strong troubleshooting and diagnostic ability, tuning and/or changing complex applications to optimize the product to perform to customer expectations
• Exposure to enterprise application suites (networks, database configuration, server configuration, Web Server optimization)
• Able to develop a coherent plan of action that meets everyone’s needs to resolve a given situation as quickly as possible
• Experience with global support operations
• Familiarity with support tools, CRM, and ticketing systems, etc,.

Experience and Education:

• Business Japanese Skill and Above.
• Working Experience in Japan. Understand Japanese Business culture and Japanese Customers.
• Ideal candidates will have a bachelor’s degree in Computer Science, Information Systems, or Engineering with 2-4 years of work experience
• Good English skill, fluent English is preferred

Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you. 

If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?

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