Manager Technical Support

Description

Plans, organizes and manages all activities for the service team, including organization, staffing, technology, training and reporting.

• Improves service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results as well as implementing change.
• Oversees all aspects of service inventory (pricing, availability, duration, kits, etc.).
• Manages full integration of system (ERP, phone / call management, email, website) capabilities for improved efficiency, service quality and broader business initiatives. Investigates and analyzes software related industry / product specific standards and specifications.
• Monitors and leads call center performance through various statistical and reporting methodologies, and provides coaching to improve quality.
• Monitors trends based on calls, issues, and queries and through these tools make recommendations on how to improve the quality of service as well as reducing repeat contacts.
• Partners with internal teams such as technical, marketing, sales, quality and marketing to resolve issues, capitalize on opportunities, develop / execute field service strategies and deliver special projects.
• Proactively leads the dissemination of product and / or consumer / customer information to appropriate departments to assure overall business goals are achieved.
• Records, analyzes, documents and presents departmental performance to management team.
• Promotes a safe, clean and orderly workplace and ensures compliance to all State and Federal safety legislation.
• Performs other duties as assigned.

Manages, controls and recommends operating, capital and expense budgets within approved guidelines.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

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