Senior Manager Technical Support

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 problem solving and consultation meetings.

HIRING SALARY RANGE: Base Salary $115,000 - $135,000 (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.

• 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 JIHA 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
• Bachelor's 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

• 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

• 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 15,000 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!

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 16,000 experts worldwide who are setting industry standards every day.

Work in a place where you matter - apply now!

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