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

·Work with employees to create development plans that align personal values, professional goals, and job duties with project opportunities.

·Gather feedback from direct interactions, customers, and peers, and communicate it to employees to facilitate improvement.

·Recognize growth opportunities and provide proactive coaching to help employees navigate challenges.

Contribute to the Success of the Team

·Ensure effective communication with sales teams, service labs, and centers.

·Apply enterprise business tools to drive organizational improvements.

·Assist in talent acquisition and onboarding processes for the department.

·Enhance project teams' effectiveness through data support, reviews, and accuracy checks.

QUALIFICATIONS:

·Bachelor’s degree in engineering or equivalent practical experience.

·Minimum of 7 years in technical support or a related field, with at least 3 years in a leadership or managerial role.

·Proficiency in electrical test and measurement equipment, with advanced troubleshooting and diagnostic capabilities for complex technical issues.

·Demonstrated ability to lead, mentor, and motivate teams effectively.

·Excellent verbal and written communication skills for interactions with customers, team members, and cross-functional partners.

·Ability to thrive in a fast-paced environment, managing multiple priorities concurrently.

·Strong analytical skills and innovative problem-solving capabilities to deliver exceptional customer solutions.

·Experience using CRM systems and other support tools for customer interaction and performance tracking.

·Exceptional attention to detail, resourcefulness, and adaptability in a team environment.

·Proven organizational and time management skills to handle multiple tasks and direct/indirect reports concurrently.

·Willingness to travel up to 25%.

·Physical ability to navigate work environments for 6-8 hours daily.