Manager Technical Support
Manager Technical Support
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job 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.
Develops and revises departmental policies procedures and guidelines to meet business needs.
In partnership with human resources performs human resources responsibilities for staff which includes but is not limited to the following: hiring and terminating employees promotions/pay adjustments staff development performance evaluations resolution of employee concerns and disciplinary counseling.
Required Experience:
Manager
Employment Type
Full-Time
