Technical Services Manager

3 weeks ago

Milwaukee, United States Pedagog Recruiting & Careers Full time

What you will do:

1. Work to create, refine and implement technical support processes and procedures

that are efficient, effective and aligned with customer needs to further company

growth

2. Provide individualized coaching and mentorship to your team members to help them

reach their full potential and achieve their career goals

3. Track and analyze support statistics to make data-driven decisions to improve the

customer and employee experience

4. Identify key support issues and prioritize solutions based on impact to the customer

experience and simplification of business processes

5. Continually seek improvements and optimizations in processes and procedures to

improve customer experience

6. Collaborate with the North America Customer Experience Manager to capture key

insights in the support process and introduce corresponding initiatives that focus on

improving customer satisfaction with the support team

7. Establish and track critical KPIs including, but not limited to, first response time, hold

time, abandonment rate, ticket reopens, agent touches, next issue avoidance, agent

feedback, and resource utilization

8. Oversee post-sales customer activities, ensuring a high quality of service, support

and responsiveness to customers

9. Establish reporting, communication cadence and bi-directional accountabilities with

North America Sales Manager and North America Customer Experience Manager to

ensure that all teams are working together seamlessly to deliver a best-in-class

customer experience

10. Create and execute competency framework and expectations for technical support

function in conjunction with engineering and product management

11. Establish and ensure ongoing cadence of technical and communication training to

promote continuous learning within the team and continue to deliver an exceptional

support experience to our customers

12. Perform other duties as assigned



We want someone who displays:

Action-Oriented Curiosity: You readily take on challenges, and you identify and seize new

opportunities. You have an outstanding history of delivering on your projects. You work on

the problems that truly need solving, and you effectively challenge the organization to be

better. You can cut through the clutter and focus on the priorities that align with

organizational objectives.

Collaboration: You embrace the unique experiences, viewpoints, and abilities of your

teammates and proactively engage those differences to come to the best possible outcome.

Creating an effective sales team is incredibly motivating to you, and you put your employees

first recognizing that you succeed only when they succeed.

Empowerment: You thrive in an environment where you can make decisions. You do not

shy away from taking a stand, and you recognize the importance of challenging the team to

ensure that we strive for more. You also empower your employees to make decisions giving

them the tools to do so successfully.

Accountability: You take responsibility for your actions, and you deliver on your

commitments. You hold the members of your team to high standards while ensuring they

have the support that they need to reach those lofty goals.

Inclusion: In all aspects of your work, you treat everyone with respect.

Performance Objectives

1. Build and deploy KPIs to measure customer satisfaction and effectiveness of the

support experience

2. Institute technical support processes and make technology platform improvements to

support unrivaled customer experience

3. Coach, develop and mentor technical support agents, field technicians and

application support professionals

4. Continuously refine processes and procedures to eliminate bottlenecks and improve

performance

5. Design and implement reporting for senior leadership to communicate performance

and identify areas for future improvement


Job Skills

1. Strong interpersonal and communication skills

2. Proven ability to effectively lead a technical support team

3. Experience coaching and mentoring technical support agents, field technicians and

application support professionals

4. Ability to successfully build and action repeatable processes to improve the post-

sales customer experience

5. Proven ability to problem-solve

6. Excellent written, verbal, and interpersonal skills to work effectively with diverse

groups of people both within, and outside, of the organization

Strong ability to build relationships with customers and team

Experience with SalesForce and/or Power BI preferred

Fluent in English



Qualifications

1. Bachelor’s degree in Engineering or a related technical degree, and/or a related field

or equivalent experience

2. A minimum of 5 to 7 years’ experience in a technical support capacity, with

demonstrated progressive levels of responsibility

3. A minimum of 5 years’ experience in a technical support leadership role

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