Technical Support Manager

1 month ago

Teaneck, New Jersey, United States Hanwha Techwin America Full time
Job Description:

Hanwha Vision America is seeking a highly skilled Technical Support Manager to oversee the daily operation of our Product Support Team.

The ideal candidate will have a strong background in customer service and technical support, with a proven track record of leading high-performing teams and driving exceptional customer satisfaction.

Key Responsibilities:
  • Oversee the daily operation of the technical support department, ensuring timely and effective resolution of customer issues.
  • Collaborate with cross-functional teams to ensure effective communication and timely resolution of customer issues.
  • Develop and implement effective strategies, policies, and procedures to ensure efficient and high-quality technical support services.
  • Analyze support metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.
  • Recommend changes to products or services to enhance efficiency and customer satisfaction.
Requirements:
  • Minimum of 5-7 years of experience in product support or a similar customer service role, with 5 years in a supervisory/management capacity.
  • Prior experience in manufacturing support environment a plus.
  • Strong leadership and team management skills.
  • Excellent written and verbal communication skills.
  • High level of emotional intelligence and interpersonal abilities.
  • Familiarity with customer support software and tools (Zendesk Preferred).
  • Ability to handle high-pressure situations and make informed decisions without oversight.
  • 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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