Position Overview

dormakaba is seeking a Senior Manager of Technical Support for our Safe Locks business based in Lexington KY. This role oversees all technical support operations ensuring consistently positive customer experience managing team performance and overseeing escalated issues through collaborative problemsolving and consultation meetings.

HIRING SALARY RANGE: Base Salary $115000 - $135000 (Salary to be determined by the education experience knowledge skills and abilities of the applicant internal equity and alignment with market data.) Plus an Annual Bonus. Please visit our career site for more information on benefits.

What you will do

• Hire train and mentor technical support staff conducting 1 on 1 meetings and performance reviews
• Act as the final escalation point for critical customer issues resolving complex technical problems
• Develop and implement support policies procedures and Service Level Agreements (SLAs)
• Monitor key metrics Key Performance Indicators (KPIs) and Customer Satisfaction Scores (CSAT) and analyze trends in tools like Salesforce or Jira to drive continuous improvement
• Work closely with product engineering and sales teams to provide feedback improve product quality and align strategies

What we require

• 10 years experience in technical/engineering management
• Bachelors degree in Electrical Engineering Computer Engineering Computer Science IT or related field
• Excellent communication problem solving and conflict resolution skills
• Strong understanding of troubleshooting networking and software/hardware products

What we prefer

• 5 years experience in technical support with at least 2 years in a leadership or management role
• Experience with Customer Relationship Management (CRM) Software or ticketing systems such as Zendesk

What we offer

• Taking Care of our Employees on Day One with Medical Dental Vision Life and Disability Insurance coverage options. No waiting periods!
• Your health is our priority; we offer Medical Wellness Programs to aid in your well-being
• Vacation and Personal Time Off
• We support your growing family; we provide Parental Leave for Moms and Dads!
• Wisely plan for your future with our 401k Matching plan beginning on Day One
• Discover your best attributes using CliftonStrengths to pave the way for success at dormakaba
• Supporting your career development with our Tuition Reimbursement Program
• Robust culture supporting internal advancement with our Learn and Grow Program
• 24/7 access to over 15000 LinkedIn Learning courses to assist in your professional development and to expand on your individual interests.
• Employee Assistance Programs
• Voluntary Legal Insurance
• Unlimited Referral Reward Bonuses
• Corporate Discounts for shopping travel and more!

Who we are

We are at the heart of every place that matters. From automatic doors to cloud-based access management as a leading global provider in the access solutions market for schools banks airports hospitals hotels and many more we enable seamless movement within secure safe and sustainable places. With over 160 years of experience and a focus on excellence and innovation we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba you are encouraged to take initiative develop your skills and build your career alongside 16000 experts worldwide who are setting industry standards every day.

Work in a place where you matter apply now!

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