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Digital Products, Software Service Manager

Job Requisition ID:  26995

Eastman is a global specialty materials company that produces a broad range of products found in items people use every day. With the purpose of enhancing the quality of life in a material way, Eastman works with customers to deliver innovative products and solutions while maintaining a commitment to safety and sustainability. The company’s innovation-driven growth model takes advantage of world-class technology platforms, deep customer engagement, and differentiated application development to grow its leading positions in attractive end-markets such as transportation, building and construction, and consumables. As a globally inclusive and diverse company, Eastman employs approximately 14,500 people around the world and serves customers in more than 100 countries. The company had 2018 revenues of approximately $10 billion and is headquartered in Kingsport, Tennessee, USA. For more information, visit www.eastman.com.

 

 

About Eastman Digital Products

Eastman Digital Products is focused on creating a market differentiation for Eastman products by delivering innovative customer-facing digital platform experiences. We do this by reimagining how technology, combined with business understanding, can disrupt industries and provide a safer, more sustainable future.  

 

Responsibilities:

The Software Service Manager works with Product Owner and Solutions Manager for the continuous improvement of software service and support capabilities in order to ensure digital products meet the needs of Eastman customers, as well as to create ease and efficiency for internal service team members and key business partners.

  • Oversees management of all customer issues and complaints including their recording, management, escalation (where necessary) and resolution
  • Formalizes and continues to optimize software support and service processes and support documentation to ensure optimal service levels and team productivity are maintained
  • Negotiates and aligns on levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs/OLAs
  • Analyzes ongoing product analytics and feedback data from customers/users to determine themes that drive product enhancements and support content creation
  • Collaborates with product owner and service teams to generate team KPIs / targets that align with the product strategy and ensure SLA/OLAs are met
  • Provides management support and training to service teams (local and remote) in terms of managing escalation of issues, as well as individuals’ professional development and performance
  • Responsible for maintaining user guides, FAQs, Demo Scripts, User Generated Note publication and validation, etc.
  • Manages software support team members

 

Job Qualifications/Requirements:

  • BA or BS in Business, Marketing or Management of Information Sciences/Information Sciences degree required
  • 5-7 years of experience related to software support experience is required
    (1-3 supervisory experience preferred)
  • Must be proficient in analyzing vast amounts of customer feedback and performance data
  • Must possess knowledge of software and customer support best practices and measurement
  • Must have strong interpersonal and leadership skills


    Preferred:
  • Common understanding of product management practices and agile methodologies
  • Experience working with incident management software / workflow (i.e. Azure, ServiceNow) and product analytics tools (i.e. Amplitude, Google Analytics, etc.) preferred
  • Proficiency in mediation and conflict resolution techniques
     
     
     

 

Eastman Chemical Company is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristics protected by law.

Eastman is committed to creating a powerfully diverse workforce and a broadly inclusive workplace, where everyone can contribute to their fullest potential each day.


Nearest Major Market: St Louis

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