Technical Support Manager
2 days ago
We are seeking a highly skilled Technical Support Supervisor to join our team at ROE Visual, a leading LED creative display manufacturer. This is a mid-level position that requires strong leadership and technical skills to manage our technical service department.
The successful candidate will be responsible for interfacing between sales, quality control, and technical support staff to manage all service requests, including internal QC projects and external field service jobs. They will also be responsible for ensuring superior customer satisfaction by adhering to established procedures and protocols.
Key Responsibilities- Manage the daily operations of the technical service department
- Adhere to established procedures and protocols to ensure superior customer satisfaction
- Work directly with end-customers and partners as needed
- Actively manage and participate in shift rotation, including weekends, after hours, and holidays as needed
- Routinely offer support and mentorship to staff
- Ensure team compliance with process and technical training requirements
- Model responsiveness and integrity in all customer communications
- Directly manage customer escalations to successful conclusion
- Provide concise status reports on a regular basis
- Perform other duties and projects as assigned
- 2+ years managing a technical support organization
- Project management and demonstrated practical experience
- Dedication and relentless focus on customer satisfaction and follow-through
- Excellent written, oral, and interpersonal communications skills
- Able to effectively interact with technical and non-technical people
- Ability to multi-task, juggle competing priorities, and thrive in a fast-paced environment
- Experience working in a team-oriented, collaborative environment
- Highly organized, self-motivated, self-directed, and attentive to detail
- Manage all internal and external interactions in a professional and courteous manner
ROE Visual is the leading LED creative display manufacturer in the industry. We offer adaptive LED platforms for every installation, and we're committed to going the extra mile for any creative vision. Our carefully selected high-end components, the latest technology, in-depth knowledge, and passion go into every product that bears the ROE name.
We're familiar with the challenges of our market, and we offer only the most intuitive solutions for creatives, designers, and technicians who rely on our LED products to deliver a flawless performance every time. This quality standard is the reason ROE has quickly become the industry standard, making its way onto stages and the big screen worldwide.
Your Stage. Our Passion.
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