Senior Manager Technical Support

EquipmentShare is Hiring a Senior Manager Technical Support

EquipmentShare is searching for a Senior Manager Technical Support for our corporate office in Columbia MO to support our team as the department continues to grow.

Salary range: $101k$118k. Factors including past experience and location may affect final compensation rate.

Job Summary:The Senior Manager of Technical Support is responsible for building andleading a team of Technical Support Specialists that provide 7x24x365 remote technical supportof EquipmentShares heavy equipment and tooling rental fleet.

Supervisory Responsibilities: Yes

Duties/Responsibilities:

• Build and lead a team of Technical Support Specialists potentially located across more than asingle geography.
• Perform job duties in accordance with EquipmentShares vision mission and values.
• Establish and maintain professional working relationships with internal departments andrental/retail markets across the organization.
• Establish & monitor team KPIs to ensure performance expectations are met.
• Provide input on organizationallevel priorities strategic goals and vision.
• Assist in the creation management and oversight of the Technical Support teams budget toensure responsible spending that maximizes profitability.
• Manage/coordinate/define weekly shift/oncall rotations as required to support 7x24x365 coverage
• Ensures the team is equipped to manage workload through staffing process efficiencies andoncall schedule as appropriate for the given function
• Represents the department effectively & professionally as required both internally as well as toOEM vendors and end customers
• Escalation management of hot issues both from a customer management perspective as wellthrough providing managerial support & guidance to support technicians as required.
• Drive quality process and workflow improvements across the entire department with the goal ofincreased effectiveness efficiency and best in class results.
• Actively research the newest and best in class Service relevant practices tools and standards forapplicability to the organizations mission
• Set team and individual priorities for direct reports including evaluation of performance providingregular feedback and building personal developmental plans.
• Perform other people management related obligations and duties such as disciplinaryperformance management hiring and termination.
• Will serve other needs of the Director to make their daytoday activities more manageable.

Required Skills/Abilities:

• A passion for helping others and a willingness to go the extra mile in providing nothing less thanexceptional service and a positive customer experience.
• Proven team leadership and/or crisis management skills in a 7x24x365 technical supportorganization.
• Strong technical expertise in the heavy equipment and/or equipment rental industries.
• Ability to define Technical Support goals and metrics and then implement a plan to achieve themwith team buyin.
• Demonstrated success in establishing business processes that drove higher operationalefficiencies and customer satisfaction.
• Experience with managing budgets and/or financial awareness.
• Ability to maintain strict confidentiality.
• Strong organizational skills with attention to detail and accuracy.
• Strong time management and communication skills.
• Ability to leverage technology to improve communication and efficiency.
• Ability to multitask and manage multiple priorities.
• Working knowledge of GSuite including Gmail Google Docs Sheets and Drive.
• Ability to proofread and edit written content.
• Attention to detail with the ability to quickly identify process breakdowns.
• Ability to be flexible and adapt to change in a positive manner.
• Ability to travel on an asneeded basis.
• Selfstarter and highly motivated with a strong positive work ethic that contributes to the vision ofthe department and the company as a whole.
• Must possess a professional yet enthusiastic and friendly demeanor.

Education and Experience:

• Bachelors degree in Business Administration Mechanical Engineering or a related technical fieldwith direct customer support experience.
• At least 57 years of technical support management in the heavy equipment truck or diesel engineindustries.
• Combination of equivalent education & experience.

Physical Requirements:

• Must be able to sit and stand for long periods of time

Why Were a Better Place to Work

• Competitive salary.

• Medical Dental and Vision coverage for fulltime employees.

• 401(k) and company match.

• Generous paid time off (PTO) plus company paid holidays.

• Stocked breakroom and full kitchen chef prepared meals daily (breakfast and lunch).

• State of the art onsite gym (Corporate HQ) with instructor ledcourses/Gym stipend for remote employees.

• Seasonal and year round wellness challenges.

• Company sponsored events (annual family gatherings happy hours and more).

• Volunteering and local charity initiatives that help you nurture and grow the communities you call home. Employees receive 16 hours of paid volunteer time per year.

• Opportunities for career and professional development with conferences events seminars and continued education.

About You

Our mission to change an entire industry is not easily achieved so we only hire people who are inspired by the goal and up for the challenge. In turn our employees have every opportunity to grow with us achieve personal and professional success and enjoy making a tangible difference in an industry thats long been resistant to change.

EquipmentShare is committed to a diverse and inclusive workplace. EquipmentShare is an equal opportunity
employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation
protected veteran status disability age or other legally protected status.