Manager, Technical Support

Fluke Corporation is seeking a Technical Support Manager who prioritizes customer satisfaction above all else. This pivotal role involves providing top-notch support and solutions to our customers while upholding the highest standards of quality and value internally. The ideal candidate will excel in fostering positive working relationships and developing internal talent to ensure an exceptional customer experience.

KEY AREAS OF FOCUS

Responsible for monitoring the organization's technical solutions in support of customers while reducing operational process complexities.

Customer-Centric Strategy : Streamline technical support processes to enhance efficiency and customer satisfaction. Collaborate with technical and business partners to implement agile and scalable solutions, ensuring alignment with customer needs.

Leadership : Lead execution of daily support tasks and own high-priority issues, maintaining adherence to customer expectations and SLAs. Enhance team performance through strategic resource allocation, effective change management, and data-driven decision-making.

Team Development : Guide the technical support team in recruitment, engagement, and skill development. Foster a collaborative culture that promotes continuous improvement and enhances retention and job satisfaction.

RESPONSIBILITIES

Provide Technical Support for Customers, Channel, and Internal Organization

• Develop strategies to improve the efficiency and effectiveness of the technical support team.
• Direct the team in delivering prompt and effective support for electrical test and measurement equipment issues to customers, partners, and internal teams.
• Monitor Performance : Track and analyze performance metrics to meet or exceed performance targets.
• Foster collaboration between departments such as product, service, operations, and sales to gather and relay customer feedback and drive improvements.
• Effectively manage customer expectations and handle escalation processes as vital.
• Take charge of escalated technical support cases, ensuring comprehensive resolution.
• Create and maintain support resources like FAQs, troubleshooting guides, and knowledge base articles to enable customer self-service and streamline support operations.

Establish & Guide Professional Development Plans

Contribute to the Success of the Team

QUALIFICATIONS :