Manager, Developer Relations Engineering

PRIMARY PURPOSE:
To ensure BEA customers in each Product Area of Responsibility achieve a high level of Customer Satisfaction through the recruitment and direction of a highly skilled support staff, and provision of user friendly, self-administered product use solutions.
RESPONSIBILITIES:
A. OVERALL RESPONSIBILITY DESCRIPTION
Plan, organize, lead, and guide Developer Relations Engineer (DRE) activities on all matters relating to customer questions, problems, and queries encountered in support of BEA products. Work as a team with other regions to ensure we are achieving our goals as a team.

B. SPECIFIC RESPONSIBILITIES
1. Management Responsibilities
Planning Responsibilities
<li> Set individual, quarterly MBO's for all support personnel, in concert with them.
<li> Schedule and budget workforce staffing and growth requirements
<li> Forecast and plan resource requirements for new product support.
Organizational Responsibilities
<li> Effectively allocate/ assign staff resources to meet targeted response times in various support queues
<li> Interact with peer Customer Support Managers to ensure efficient processing of caseloads across regions.
<li> Interact with Customer Support Team to ensure timely escalation of customer cases to next Support level for resolution.
<li> Interact with Support management personnel to ensure smooth, intelligent, timely caseload transfer(s).
Leadership Responsibilities
<li> Recruit and select qualified Development Relations Engineers (DRE's)
<li> Train and Develop DRE's via mentor networks with other DRE's
<li> Ensure DRE's are effectively meeting MBO goals via quarterly, team member appraisal process
<li> Motivate and recognize performance of individual DRE's and Customer Support team(s)
Performance Control Responsibilities
<li> Establish individual and team performance standards and MBO's
<li> Measure (via surveys/ data collection) individual and team performance against performance standards
<li> Evaluate performance, and establish continuous improvements against standards

2. Technical Work Responsibilities
<li> Maintain hands-on technical proficiency to coach and mentor, and assist DRE's as necessary with caseload(s).

Qualifications
KEY COMPETENCIES OF THE POSITION:
A. MANAGERIAL COMPETENCIES
<li> Ability to work well with others (with customers and engineers), contributing resources and balancing individual needs with those of others to achieve results. Flexibility and ability to work as a team member through collaboration with internal and external customers to meet customer needs and achieve company objectives.
<li> Strong communications skills. Ability to clearly present information through the spoken, electronic or written word, read and interpret complex information, and listen well.
<li> Ability to delegate in person and on-line, translating strategy into tactical execution through clear objectives, prioritization, and assignment of responsibilities.
<li> Ability to identify, and effectively respond to personnel morale issues
<li> Ability to resolve process bottlenecks, and complex problems relating to personnel, work
processes, and technical issues.
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POSITION DESCRIPTION: Developer Relations Engineer (DRE) Manager (Cont'd.)
<li> Ability to work as part of a broader organization/team (i.e. big picture awareness
while managing day-to-day operations). Knowledge of the meaning and implications of key performance indicators as they affect overall business performance
<li> Proven team facilitation and team leadership skills, developing the trust and respect of team members to achieve objectives.
<li> Ability to recognize needs for change, exhibit an openness to change, use new information as a basis for change, adapt to and succeed in a changing environment.
<li> "Whatever it takes" (to get the job done) attitude
<li> Innovation. Ability to challenge conventional practices, adopt new methods, adapt current methods, in pursuit of ongoing improvements to processes, programs or products through effective use of concepts and ideas.

B. TECHNICAL COMPETENCIES
<li> Prior developer support/ support management experience. Knowledge and use of relevant concepts, principles and processes to enhance results, develop solutions and assess impact.B.S. in Electrical Engineering, Computer Science, or related fields