North America Technical Support Services Manager

4 weeks ago

Sussex, United States Halma plc Full time

Help grow a safer, cleaner, healthier future for everyone, every day.

What you will do:

Work to create, refine and implement technical support processes and procedures that are efficient, effective and aligned with customer needs to further company growth Provide individualized coaching and mentorship to your team members to help them reach their full potential and achieve their career goals Track and analyze support statistics to make data-driven decisions to improve the customer and employee experience Identify key support issues and prioritize solutions based on impact to the customer experience and simplification of business processes Continually seek improvements and optimizations in processes and procedures to improve customer experience 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 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 Oversee post-sales customer activities, ensuring a high quality of service, support and responsiveness to customers 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 Create and execute competency framework and expectations for technical support function in conjunction with engineering and product management 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 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

Build and deploy KPIs to measure customer satisfaction and effectiveness of the support experience Institute technical support processes and make technology platform improvements to support unrivaled customer experience Coach, develop and mentor technical support agents, field technicians and application support professionals Continuously refine processes and procedures to eliminate bottlenecks and improve performance Design and implement reporting for senior leadership to communicate performance and identify areas for future improvement

Job Skills

  • Strong interpersonal and communication skills
  • Proven ability to effectively lead a technical support team
  • Experience coaching and mentoring technical support agents, field technicians and application support professionals
  • Ability to successfully build and action repeatable processes to improve the post-sales customer experience
  • Proven ability to problem-solve
  • 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

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