Technical Support Manager |
| Aug. 18, 2008 - Sep. 30, 2008 |
| Location: | Sandy, UT |
| Salary Range: | 7E |
| Exempt/Non-Exempt: | Exempt |
| Benefits: | Full benefits package offered! |
| Type: | Full Time |
| Department: | WARRANTY TECHNICAL CS - 80 |
| Description: | This management role will provide vision, strategic direction and leadership to Sales and Technical Support Teams. You will ensure each department upholds the mission of the department. Responsible for managing all customer inquiries and creates systems and processes to ensure responsiveness, ownership, accuracy and integrity in all transactions. Hires, manages, mentors, and trains team members to increase their overall contribution and value to the organization – ensuring employees feel appreciated and valued at all times.
This position is responsible for providing quality and efficient customer service that promotes quality and efficient customer service for all internal and external customers.
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| Duties: | 1. Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
2. Provide continual evaluation of processes and procedures. Responsible for implementing methods to improve area operations, efficiency and service to both internal and external customers.
3. Supervises, coaches, solves problems and evaluates employees. Structures department workflow.
4. Provides feedback to the Sales Operation Manger to ensure all customers have accurate and timely information on product/parts order status and/or changes.
5. Responsible for upholding exceptional, professional customer service. This includes:
a. Providing a clear vision, SMART goals and focused expectations to all department members
b. Maintaining problem resolution timelines
c. Maintain phone, email and chat service levels
d. Maintain appropriate schedule adherence and phone statistics
e. Identifying and obtaining the necessary resources and skill sets to meet department and company goals.
f. Promoting up sells, saves and collections opportunities
g. Tracking all client interactions through
h. Ensuring all employees are on cutting edge of information
i. Hold regular Weekly Team Meetings.
6. Leads by example and demonstrates integrity in all areas of business.
7. Works with direct reports to develop their skills and career paths – adhering to HR guidelines and procedures for reviews and goal setting.
8. Meets at least monthly with each direct report to evaluate performance and goals and takes immediate action to recognize, discipline or resolve team conflict as necessary.
9. Conducts regular department meetings and focus groups to train employees and understand client and employee needs.
10. Clearly understand the magnitude and importance of his/her responsibility to hires exceptional employees by following HR procedures interviewing and assessments.
11. Handles day-to-day questions and problems of both employees and customers.
12. Makes policy decisions regarding all areas of Support Services (Sales and Technical Support)
13. Responsible for multi-million dollar budget – ensuring integrity and efficiency in all transactions.
14. Strategically develops and maintains “fresh” customer retention programs that motivate employees to improve the company’s overall retention rates.
15. Ensure appropriate service levels and targets are met.
16. Partners with the Sales, Product Development Engineers and others as necessary to develop strategies, improve products, resolve problems, facilitate communications and ensure client feedback is incorporated in a Total Improvement Process.
17. Creates and maintains mechanisms that improve customer service and department efficiency.
18. Fosters an atmosphere of recognition, service, learning, communication, efficiency, advancement and fun.
19. Provides timely reports for executive management and other departments as necessary.
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| Qualifications: | QUALIFICATIONS
1. Bachelor’s Degree required.
2. Three to four years management experience required.
3. Minimum 3 to 5 years customer support experience required.
4. Proven leadership, motivational, and decision-making skills.
5. Excellent working knowledge of all necessary computer platforms and programs necessary to support all clients.
6. Strong organizational, problem resolution, multi-tasking and decision-making skills.
7. Excellent verbal and written communication skills.
8. Ability to responsibly deal with sensitive employee and client issues.
9. Must be able to work in high stress environment.
10. Demonstrates creativity and innovation.
KNOWLEDGE AND SKILLS
1. Proven leadership experience
2. Ability to develop and motivate a team
3. Ability to communicate effectively to a variety of audiences
4. Ability to prioritize a heavy workload.
5. Ability to handle a variety of projects simultaneously.
6. Ability to respond to inquiries or complaints from customers, dealers, distributors, sales representatives and senior management.
7. Ability to effectively present information to customers, dealers, distributors, sales representatives and senior management.
8. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
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