Technical Support Lead

1 month ago

Shakopee, Minnesota, United States Edwards Vacuum LLC Full time


Technical Support Lead

Functional area:

Marketing

Country:

United States

City:

Shakopee

Company name:

Edwards Vacuum, LLC

Date of posting:

Jul 1, 2024

Passionate people create exceptional things

Did you know that the solutions we develop are a key part of most industries? Electronics, medical research, renewable energy, food production, infrastructure and many more.

Were everywhere Working with us means working with the latest technologies and groundbreaking, sustainable innovations. With our inclusive and caring environment, you get the support and inspiration you need to grow.

Here, your ideas are embraced, and you never stop learning. Interested in being part of our team?

Join us on our journey for a better tomorrow.

At Atlas Copco/Gamma Vacuum we believe that there is always a better way. This spirit drives us to provide leading edge technology, innovative and sustainable products, as well as best in class service to our customers around the globe.

That's where you come in - we believe our people make it happen. We provide a collaborative, inclusive and flexible work environment along with competitive compensation and comprehensive wellness & benefits programs.

Gamma Vacuum is seeking a Full Time, On-Site, Technical Support Lead in our Shakopee, Minnesota Product Company. The role of a Technical Support Lead is multifaceted, encompassing a range of responsibilities crucial to an organization's success. They are the linchpin in ensuring that both sales and customers receive top-tier support, which is essential for fostering strong relationships and driving sales. Their strategic oversight extends to coordinating with Field Sales and Service teams, managing key customer accounts, and enhancing the overall customer experience. Moreover, their collaboration with Engineering and R&D departments is vital for addressing complex technical challenges.

In addition to these responsibilities, the Technical Support Lead is also tasked with maintaining the company's online presence, which includes updating the homepage, managing e-commerce activities, and engaging with social media platforms. This role is instrumental in shaping the public perception of the Gamma brand and requires a dynamic individual who can navigate the technical aspects of support while also contributing to the brand's market presence. It's a role that not only supports the technical needs of customers and sales but also plays a significant part in reinforcing the brand's recognition and reputation in the industry.

Main Responsibilities:

  • Lead the Gamma Technical Support Team in hiring, training, coaching, and evaluating employees
  • Set and monitor performance goals, quality standards, and customer feedback
  • Manage the US Customer Care phone queues and workload distribution
  • Participate in weekly meetings with Gamma Management, Accounting Team, and Sales and Planners
  • Analyzes the performance and skills of employees to identify areas for improvement
  • Consults with managers and supervisors to determine the training objectives and requirements
  • Designs and develops training programs and materials that are aligned with the organizational goals and needs
  • Evaluates the effectiveness and impact of training activities and provides feedback and recommendations
  • Review KPIs and escalations with Gamma GM and management team
  • Handle customer complaints and issues in a timely and professional manner
  • Ensure quality customer interactions and loyalty to increase revenue growth
  • Update policies and procedures as needed
  • Lead strategic projects for further development of Gamma sales and customer support within the Atlas Copco environment
  • Provide support documents and training to internal and external customers (e.g., manuals, spec sheets, etc.)
  • Manage internet content (Homepage & social media)
  • Oversee warranty and service within Gamma Vacuum's terms and processes

Minimum Qualifications (Experience / Education)

  • Associate degree or equivalent experience.
  • 3+ years work experience in a technical support role (supervisory or lead capacity). An international and highly automated environment is preferred.
  • Must be authorized to work in the U.S.

Competencies // Knowledge, Skills, and Abilities (KSA's)

  • Demonstrated strategic thinking and leadership skills in previous roles
  • Ability to develop and execute a clear vision and strategy for the team
  • Good technical understanding
  • Strong leadership and communication skills to inspire and motivate the team
  • Experience in leading cross-functional teams and collaborating with stakeholders
  • Skilled in problem-solving, decision-making and conflict resolution
  • Skilled in documenting best practices and procedures
  • Applied leadership skills to handle customer complaints, resolve issues and ensure customer satisfaction in various service settings
  • Previous experience in managing and training customer service staff
  • Ability to handle complex customer issues and complaints effectively
  • Able to handle multiple tasks efficiently in a busy environment
  • Collaborative: can work well with others across different functions and regions
  • Skilled in using Microsoft Office Suite

Diverse by nature and inclusive by choice

Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.







Edwards Vacuum is an equal opportunity employer and does not discriminate in hiring or employment related decisions because of race, color, sex, religion, national origin, age, disability, sexual preference, genetic information, protected veteran status or any other protected class.

  • Technical Support Manager

    5 days ago

    Shakopee, Minnesota, United States Atlas Copco Full time

    Technical Support ManagerAtlas Copco, a leading industrial technology company, is seeking a full-time Technical Support Manager to provide top-tier support to sales and customers, enhance customer experience, and maintain the company's online presence.Main Responsibilities:Lead and manage the Technical Support Team to ensure seamless customer...

  • Technical Support Supervisor

    2 days ago

    Shakopee, Minnesota, United States Atlas Copco Full time

    Technical Support SupervisorAtlas Copco, a prominent player in the technology sector, is in search of a full-time Technical Support Supervisor. This position is crucial for delivering exceptional assistance to both sales teams and clients, thereby improving customer satisfaction and sustaining the company's digital footprint.Key Responsibilities: Oversee and...

  • Technical Engineering Specialist

    1 week ago

    Shakopee, Minnesota, United States Integrated Manufacturing Solutions Full time

    Position OverviewThis role is primarily accountable for executing comprehensive engineering tasks by undertaking the following responsibilities.KEY RESPONSIBILITIES:• Collaborate with the Lead Engineer, Sales Manager, and Operations Team to create work orders, timelines, and engineering schematics.• Partner with Account Management and Sales to conduct...

  • Digital Security Solutions Technical Sales Expert

    15 hours ago

    Shakopee, Minnesota, United States Entrust Full time

    About the RoleWe are seeking a highly skilled Technical Sales Consultant to join our team at Entrust. As a Technical Sales Consultant, you will play a critical role in assisting our sales personnel in providing technical expertise to our customers and prospects.Key ResponsibilitiesWork closely with Entrust Sales Teams to provide technical sales support for...

  • Mechanical Systems Maintenance Specialist

    1 week ago

    Shakopee, Minnesota, United States Synerfac Technical Staffing Full time

    Job OverviewWe are seeking a dedicated Mechanical Systems Maintenance Specialist to join our team at Synerfac Technical Staffing. This role is crucial for ensuring the optimal performance of our industrial systems.Key Responsibilities:Flexibility in Work Schedule: Must be open to working various shifts, including overnight schedules, typically comprising...

  • Lead Software Engineer

    1 week ago

    Shakopee, Minnesota, United States Entrust Full time

    Career Advancement, Flexibility, and TeamworkEntrust is committed to ensuring the safety of the world by facilitating trusted identities, secure payments, and data protection globally. Our headquarters in Minnesota allows our team members to work in a flexible and collaborative environment, making a significant impact in their roles.About the Company: At...

  • Lead Financial Analyst

    4 days ago

    Shakopee, Minnesota, United States Scott County, MN Full time

    Salary: $68, $98,993.00 Annually Location: Shakopee, MN Job Type: Full Time Division: Office of Management & Budget Department: Accounting Job Summary The Senior Finance Analyst plays a pivotal role in the financial analysis, budgeting, forecasting, and reporting functions within the Office of Management and Budget (OMB). This position necessitates extensive...

  • Lead Automotive Technician

    4 days ago

    Shakopee, Minnesota, United States HEARTLAND TIRE, INC Full time

    Job SummaryWe are seeking a highly skilled and experienced Lead Automotive Technician to join our team at Heartland Tire, Inc. as a key member of our Service Department.Key Responsibilities:Provide Exceptional Customer Service: Deliver outstanding service to our customers, ensuring their satisfaction and loyalty.Lead and Mentor Junior Technicians: Supervise...

  • IT Support Specialist

    4 days ago

    Shakopee, Minnesota, United States On-Demand Group Full time

    Job Title: IT Support SpecialistContract Duration: 6 months with potential for extensionWork Arrangement: HybridPosition OverviewWe are seeking a skilled Microsoft Intune/SCCM administrator to join our IT department for a temporary contract role. The successful candidate will be tasked with overseeing the management, deployment, and troubleshooting of...

  • Warehouse Operations Lead

    1 month ago

    Shakopee, Minnesota, United States MetroNet Inc. Full time

    MetroNet has an immediate opening for an energetic Warehouse Operations LeadAt MetroNet, we pride ourselves on providing cutting-edge technology combined with outstanding customer care. We are a fast-growing telecommunication company, offering 100% fiber-optic technology. MetroNet specializes in fiber to the premise TV, voice and internet services that...

  • Patient Care Team Lead

    5 days ago

    Shakopee, Minnesota, United States HealthPartners Full time

    Patient Care Leadership Opportunity at HealthPartnersHealthPartners is seeking a Patient Care Team Lead to join their Same Day Surgery Center team. The ideal candidate will be responsible for supervising and supporting the Perioperative department, ensuring quality patient care and leading teams. This position will involve daily operations management, staff...

  • Lead Financial Analyst

    4 days ago

    Shakopee, Minnesota, United States County of Scott Minnesota Full time

    Position Overview:As a key contributor in the financial domain, the Lead Financial Analyst plays a pivotal role in overseeing financial assessments, budget management, forecasting, and financial reporting for the Office of Management and Budget (OMB). Key Responsibilities:1. Engage extensively with various business units to facilitate informed financial...

  • Warehouse Support Specialist

    21 hours ago

    Shakopee, Minnesota, United States Apple Autos Group Full time

    **About Apple Autos Group**We are a leading automotive company with a strong commitment to customer satisfaction and integrity. Our mission is to provide exceptional service and support to our customers, and we are seeking a highly skilled and motivated individual to join our team as a Parts Person - Warehouse Support.**Job Summary**We are looking for a...

  • Service Support Specialist

    1 month ago

    Shakopee, Minnesota, United States Ziegler Cat Full time

    Ziegler CAT has an opening for a Service Support Specialist to provide leadership and support for the field service team. They organize, schedule, coordinate, purchase, communicate, and lead the efforts of others. This position's main function is to provide timely, cost effective management of multiple projects to meet customer...

  • Manufacturing Process Automation Lead

    4 days ago

    Shakopee, Minnesota, United States BE Power Equipment Full time

    Job OverviewCompany OverviewBE Power Equipment stands as a premier manufacturer specializing in hot and cold-water pressure washers, air compressors, generators, and water pumps, catering to industrial sectors across more than 30 nations. As a family-owned enterprise in its third generation, we prioritize the design of high-quality products and the delivery...

  • Food Service Team Lead

    11 hours ago

    Shakopee, Minnesota, United States Aramark Full time

    Job OverviewWe are seeking a highly skilled and experienced Food Service Supervisor to join our team at Aramark. As a key member of our Food Services Team, you will play a critical role in overseeing daily operations, ensuring the highest level of customer satisfaction, and driving business growth.Key ResponsibilitiesDevelop and implement effective work...

  • Patient Access Representative Lead

    1 month ago

    Shakopee, Minnesota, United States Allina Health Full time

    Number of Job Openings Available:1Date Posted:July 18, 2024Department: RCM St Francis Patient AccessShift:Day (United States of America)Shift Length:8 hour shiftHours Per Week:40Union Contract:Non-UnionWeekend Rotation: NoneJob Summary:Responsible for greeting and welcoming patients in person. Provides a standard registration process by collecting...

  • Electrical Lead Senior Engineer

    1 month ago

    Shakopee, Minnesota, United States Emerson Full time

    Emerson's Analytical Instruments organization, a global leader in the development of process analytical equipment (Combustion Analysis, Liquid Analysis, Flame and Gas Detection), has an exciting career opportunity as a Lead Senior Electrical Engineer. Based in our Shakopee, MN location, you will work directly within the R&D and Sustaining groups and play a...

  • Surgical Center Team Lead

    14 hours ago

    Shakopee, Minnesota, United States HealthPartners Full time

    Job SummaryWe are seeking a highly skilled and experienced Patient Care Supervisor to join our Same Day Surgery Center team at HealthPartners. As a key member of our leadership team, you will be responsible for overseeing the daily operations of the Perioperative department, ensuring the delivery of high-quality patient care and maintaining a safe and...

  • Digital Security Solutions Consultant

    13 hours ago

    Shakopee, Minnesota, United States Entrust Full time

    About the Role:We are seeking a highly skilled Technical Sales Consultant to join our team at Entrust. As a Technical Sales Consultant, you will play a critical role in assisting our sales personnel in providing technical expertise to our customers and prospects.Key Responsibilities:Work closely with Entrust Sales Teams to provide technical sales support for...