Technical Support Manager
6 days ago
Job Summary:
Hanwha Vision America is seeking a highly skilled Technical Support Manager to oversee the daily operation and management of the Technical Support Department. The ideal candidate will have a strong background in customer service and technical support, with experience in leading a team and managing customer escalations.
Key Responsibilities:
- Team Leadership and Supervision:
- Oversee the daily operation of the technical support department
- Set performance goals for technical support representatives
- Conduct regular performance evaluations and provide feedback and coaching to team members
- Foster a positive and collaborative work environment
- Customer Support Management:
- Collaborate with cross-functional teams to ensure effective communication and timely resolution of customer issues
- Oversee the department's handling of customer inquiries
- Operational Oversight:
- Ensure all support processes and procedures are followed and standards are met
- Develop and implement effective strategies, policies, and procedures to ensure efficient and high-quality technical support services
- Process Improvement:
- Recommend changes to products or services to enhance efficiency and customer satisfaction
- Analyze support metrics to identify areas for improvement
- Technical Expertise:
- Maintain a functional understanding of the company's products and services
- Documentation and Reporting:
- Prepare and present reports on team performance and customer feedback
- Training and Development:
- Develop, deliver, and ensure execution of training programs to enhance the technical skills and knowledge of the support team
Requirements:
- Minimum of 5-7 years of experience in product support or a similar customer service role
- 5 years of experience in a supervisory/management capacity
- Prior experience in manufacturing support environment a plus
- Strong leadership and team management skills
- Excellent written and verbal communication
- High level of emotional intelligence and interpersonal abilities
- Familiarity with customer support software and tools
- Ability to handle high-pressure situations and make informed decisions
- ITIL v4 Foundation Certification or similar service management framework
- CAPM or Project+ Certification (preferred)
- Understanding of Six Sigma framework
- Base understanding of Cloud computing
- Experience managing support of SaaS products
Working Conditions and Physical Demands:
- Prolonged sitting and/or standing for long periods of time
- Ability to lift 25lbs occasionally
- Occasional travel to Hanwha Office locations for training and trade shows
- Perform activities on the computer for a minimum of 8 hours
- Ability for remote employees to create a lab environment in the workspace
- Ability to perform physical installation of products occasionally
Hanwha Vision America provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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