Manager Technical Support

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.