Technical Support Manager

7 days ago


Somerset, New Jersey, United States Demant Full time
Job Summary

We are seeking a highly skilled Consumer Support Manager to oversee the multi-brand technical support team at Demant. The successful candidate will be responsible for ensuring proper product training, consumer support, and continuing education for the team.

Key Responsibilities
  • Team Leadership: Lead and manage the consumer support team, providing coaching and feedback to team members to meet individual and team performance goals.
  • Strategic Direction: Develop and implement strategic direction and roadmap for all support initiatives, ensuring alignment with the company's mission and quality policy.
  • Communication: Serve as a liaison to enhance communication amongst all divisions at Demant, representing the US Customer Experience Organization locally and globally.
  • Operations Management: Organize and manage day-to-day operations and activities of the team to achieve key performance goals, ensuring end-user interactions are addressed in a timely and accurate manner.
  • Quality Assurance: Investigate and resolve advanced end-user issues and complaints as part of the corporate quality program.
  • Performance Management: Monitor employee productivity and service levels, evaluating representatives' phone calls to identify training and quality issues.
  • Employee Development: Provide ongoing feedback to team members, conduct regular performance reviews, and support the building and development of an effective and high-performance team.
Requirements
  • Education: Bachelor's degree in Computer Information Systems or equivalent preferred.
  • Experience: 5+ years of management experience required, with a minimum of 8 years of experience in a helpdesk environment and accompanying technical skills.
  • Skills: Advanced skills and knowledge of the Microsoft Office suite of products, excellent customer service, communication, and troubleshooting skills, ability to manage others effectively in building high-performance teams, strong organization and project management skills, and ability to work in a fast-paced, changing work environment.


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