Technical Support Manager jobs in Kentucky

Impact LED Signs is a company in Shelbyville, KY 40065. We are supportive, professional, collaborative and our goal is to give each customer an exceptional experience. Our team members are our most important asset. We are dedicated to unequaled customer service, integrity, and an unrelenting pursuit of excellence.

Our work environment includes:

• Relaxed atmosphere
• Growth opportunities
• International workforce

Impact LED is a national manufacturer of outdoor, electronic, LED displays. Our products are installed at retail shopping centers, sports venues, schools, churches, and military installations. Our rapid growth is requiring that we expand our team in order to fulfill our commitment to an Exceptional Experience for our clients. We value adding people to our team who strive to accomplish their own personal goals as well as the company's goals. The ideal candidate will possess fantastic interpersonal skills with a strong ability to lead. This person should be able to think through processes, implement improvements and new processes including technology. They should be able to coach staff on soft skills while also holding them accountable for the process, documentation, and using tools/systems as they were designed. Staying calm under pressure and focus on professional customer service with excellent oral and written communication is key. The abilities to analyze data and drive team performance is critical. Knowing mediation and conflict resolution techniques is as important as the discernment of when to seek higher authority. The Technical Support Manager is responsible for overseeing the Technical Support department within the company. This amounts to approximately 6 direct reports.

Responsibilities include but are not limited to:
1. Internal Team Leadership & Development

• Exemplary adherence to the company’s core values
• One on One weekly meetings with each direct report
• Team development/coaching (masterclass/skills training) & situational
• Constant evaluation and improvement of systems & their effectiveness
• Integration & liaison between Technical Support, Project Management, Sales, Production, & Accounting
• Manage day to day functions & weekly goals.

2. Performance Management

• Monitoring/tracking PTO and coordinating coverage
• Hold staff accountable for time & attendance
• Measure, report, improve department performance metrics
• Identify pain points and create/implement solutions
• Identify what we do well and invest in that area

3. Tactical Engagement

• Step-in on escalated situations requiring a manager
• Enforce company policies diplomatically
• Communicate staffing needs to the C.O.O.
• Communicate staffing challenges to the C.O.O.

Prior experience that would be advantageous:
- 10 years experience in a managerial or supervisory role
- Implementing customer support processes to enhance customer satisfaction
- Formulating and revising customer support policies and promoting their implementation
- Assessing performance metrics and preparing detailed reports on findings
- Interviewing and hiring new employees
- Overseeing and evaluating a team’s ongoing training efforts
- Delivering performance evaluations and following a company disciplinary process
- Affinity for tending to and advancing multiple initiatives at the same time.
- Capacity to accept, utilize, and give constructive criticism

Culture fit is paramount in our hiring approach. We prioritize shared values of respect, integrity, and conservative principles. We seek individuals who embody these values, fostering a workplace where all are valued and respected.

Job Type: Full-time

Pay: $60,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• Performance management: 5 years (Required)
• Leadership: 10 years (Required)

Work Location: In person