Steve Stankay

Experience

• 

  Essex 3 Tabulations

  Jan 2001 - Jan 2006

  Project Manager

  - Define and implement customer requirements- Design cross tabulation reports based on requirements- Communicate and deliver updates and results to customer throughout project lifecycle

• 

  PTC

  Nov 2006 - now

  - Manage a team of 10 Technical Support Engineers across multiple product areas primarily supporting customers in North America- Provide guidance and direct leadership for Technical Support teams in India, Europe, China and Japan across multiple product areas- Responsible for escalation management on single-point issue escalations, account escalations and product escalations- Track and present metrics and trends to ensure alignment with corporate strategy and customer expectations- Develop and present initiatives to improve service around areas such as staffing, call back time, responsiveness and customer satisfaction- Hire, mentor and train support engineers on providing a quality customer experience- Drive adoption of corporate goals and strategies to team members- Solicit customer feedback on support service and delivery through virtual and onsite meetings- Coach direct reports on career development- Project leadership and participation around initiatives such as Swarming and Collaboration, New Product Introduction and improving customer experience Show less - Initially hired under Relex Software Corporation which was acquired by PTC- Resolved complex, enterprise level issues utilizing phone, email and web sharing capabilities with customers- Documented customer interaction and technical solutions in CRM tracking system(s)- Composed technical white papers, knowledge base content, and training material for both external and internal audiences- Acted as a customer advocate expressing product concerns to R&D, Sales and Service department leads- Trained and mentored other engineers, acting as a team lead- Assisted customers in software implementation and configuration, both virtually and onsite- Delivered onsite and virtual training classes to customers Show less

  • Technical Support Manager

    Jul 2017 - now

  • Technical Support Section Manager

    Jun 2009 - Jul 2017

  • Technical Support Engineer

    Nov 2006 - Jun 2009