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)
Title – Manager Technical Support
Work Location – Brookfield, WI
Reporting to - VP Service & Support
The Company:
Since 1987, RF Technologies is the industry leader in the design and manufacturing of life-safety solutions to safeguard our children, empower our elders, and protect our communities, together. We strive to listen, learn, and deliver the best solution for each customer by leveraging our history of innovation and team of in-house experts. RFT is in a season of growth and looking for candidates who exemplify RFT’s pillars:
Always Put Our Customers First
Act with Urgency
Work to Build Trust
Strive for Valued Differentiation
Role: Manager, Technical Support
We are seeking a Manager, Technical Support who can provide direction, coordination, quality, and output of technical support for our customer service operations. This position ensures that our employees provide world-class solutions-oriented technical support with a strong focus on customer service that is designed to maximum customer satisfaction while reaching our target goals. This leader drives process improvements while motivating others to accurately analyze, troubleshoot, diagnose, and resolve software or system-related issues. This position will provide leadership and management guidance to evolve our operations while supporting new and existing products and services for a wide range of customers.
Duties and Responsibilities:
Oversees technical support agents as well as Field Service Technicians
Monitors and drives customer ownership team member’s performance
Fosters an environment that coaches and develops employees
Implements tactics in order to achieve long-term goals
Builds strategy around and participates in hiring new team members
Monitor operational activity (volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, product content changes, etc.)
Deploys and maintains ticketing tool for customers to capture issues and self-help when applicable
Responsible for achieving revenue targets associated with Field Service work
Addresses any customer satisfaction issues
Acts as executive escalation point with accountability to other departments like sales and engineering
Continues to improve departmental processes based on gained experiences
Coaches and develops managers
Performs any HR-related administrative tasks
Leads weekly staff meetings, conducts regular employee one-on-one sessions, and annual reviews
Addresses any performance management issues with employees
Works with direct reports to understand and prioritize product issues
Implement best practices and stay current on emerging trends in the technical support function
Develops and drives processes to improve customer satisfaction, service, process, and innovation
All other duties as assigned
Qualifications:
5 years’ prior experience in a technical support role
2 year’s prior director-level experience preferred
Proficient in Microsoft Office suite
Previous CRM experience required
Ability to thrive in a data-driven environment
Superior attention to detail and time management skills
Superior change management skills
Superior oral and written communication skills
Superior customer service and conflict resolution skills
Superior troubleshooting and analytical skills
Superior ability to lead and coach employees
Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes
Bachelor’s degree or equivalent work experience
A passion for customers and a dedication to providing a best-in-class service experience
Experience recruiting, coaching, and developing team members
Background and expertise in building out new service capabilities to accommodate growth, scale, and global reach
Benefits:
Comprehensive insurance (medical, dental, vision)
401(k) plan with company match
Paid sick days and holidays, plus permissive time off
Flexible work schedule
Educational Assistance
RF Technologies, Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.