Stefano Marco Serio
Head of Technical Support @Senec Italia
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WORK HISTORY
Head of Technical Support @Senec Italia
Bari, IT
Leadership and Strategy- Develop and implement a technical support strategy aligned with the company’s goals and customer success vision- Build, mentor, and inspire a high-performing team of support engineers and managers, including a small custom development team- Establish and manage scalable processes to support growth across multiple regions- Define key performance indicators (KPIs) to measure the success and quality of the support organization- Budget definition, cost monitoring and forecast main expendituresCustomer Advocacy- Act as the voice of the customer, partnering with product, engineering, and sales teams to address customer needs and feedback- Build strong relationships with customers to ensure their success with company’s products- Drive customer satisfaction, retention, and loyalty through exceptional support experiencesOperational Excellence- Oversee the day-to-day operations of the technical support team, ensuring timely resolution of customer issues- Continuously refine and optimize workflows, ticket management, and escalation processes- Implement advanced tools, technologies, and methodologies to improve operational efficiency and response times- Collaborate with cross-functional teams to streamline the handoff process between technical support and other departmentsTechnical Expertise and Enablement- Ensure the support team is equipped with in-depth knowledge of company\'s platforms, products and related technologies- Develop and deliver training programs to foster technical growth and knowledge sharing within the team- Stay updated on industry trends, emerging technologies, and best practices to maintain a competitive edgeSkills: high leadership, communication and organizational skills, decision-making with a customer-first mindset
EDUCATION
Istituto Tecnico Industriale Statale (ITIS), G. Giorgi
Industrial High School on Electronics and Telecomunications
Scuola Superiore Sant'Anna
Doctor of Philosophy (PhD), Innovative Technologies of Information & Communication Engineering and Robotics
ALMA LABORIS Business School
Master, ISO 9001:2008; ISO 14001:04; OHSAS 18001:07
International School of Advanced Education (SIAF S.r.l.)
Master, High–Tech Entrepreneurship
Università Campus Bio-Medico di Roma
Bachelor (BSc) & Master of Science degrees (MSc), Industrial Engineering
SKILLS
ABOUT STEFANO MARCO SERIO
Head of Technical Support
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