Technical Support Manager manages technical service-related operations for an organization. Oversees the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications. Being a Technical Support Manager ensures that physical inventory levels are monitored and replenished as needed. Responsible for designing and implementing improved process or operational policies. Additionally, Technical Support Manager recommends changes to products or services to fulfill customer needs. Requires a bachelor's degree. Typically reports to a top management. The Technical Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Technical Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Requirements/Skills Needed:
1. Familiarity with basic electronics (IE know what a battery is, know how to use a voltmeter, know what a resistor or a capacitor is).
2. Need to be familiar with Windows 10 Enterprise / Professional. Some familiarity with Windows Server 2014 - 2019 is good, but we are not setting up servers. Be familiar with the control panel, know what a "Service" is, understand folder permissions/ownership, and comfortable with software installs/uninstalls.
3. Basic Networking - Need to know basic networking concepts. Our new product is dependent on a company’s existing LAN, so understanding of how they are typically setup, and how to troubleshoot communication problems is necessary. Advanced network knowledge is a plus.
4. Good Communication skills are an absolute must. Need to speak clearly and be able to walk individuals through processes that they may or may not have any knowledge about the product.
5. Quick Learner - It takes months to learn about the current and old systems to be able to effectively provide support. Should be an independent thinker, but also to be able to take direction working in a team dynamics.
About the Job: You will be working in the Tech Support/Service Department for the KeyWatcher product. This is a smaller type of company, and as such, everyone here shares several duties, so multitasking is essential.
The primary role of this position is to be a KeyWatcher Technical Support / Service representative. Heavy call volume means answering the phones, emails, and cases throughout the day, provide support and troubleshooting of any issues that the customer is having, whether a hardware or software problem.
Other duties would include testing and supplying parts for RMA's, doing call backs on loaner equipment or warranty parts that have not yet been returned.
This person may at times also provide additional help in our production area where final assembly and testing is done on systems. Our hours of operation are 8am to 5:30pm - this position would be 9am-5:30pm. *Based on overall performance, there is possibility of advancement to a traveling tech support role, which would include domestic traveling to customers for on-site training / support - *additional information will be supplied at time of offer*.
Job Types: Full-time, Contract
Pay: $23.00 - $25.19 per hour
Benefits:
Compensation package:
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Ability to Relocate:
Work Location: In person