Technical Service Operations Manager
4 days ago
The Technical Service Operations Manager will oversee the technical service team, providing high-level support to clients and ensuring efficient operations. This role involves managing service requests, troubleshooting issues, coordinating with cross-functional teams, and delivering excellent customer service while maintaining a high level of technical expertise.
Key Responsibilities:- Lead, mentor, and manage a team of technical service representatives, ensuring productivity and customer satisfaction.
- Provide hands-on technical support to customers, addressing inquiries and troubleshooting equipment or software issues.
- Oversee all aspects of technical service operations, including scheduling, resource allocation, and coordination with other departments to ensure timely delivery of services.
- Build and maintain strong relationships with customers, ensuring their technical needs are met and expectations are exceeded.
- Generate and analyze service performance metrics, providing insights and recommendations to improve service delivery and customer satisfaction.
- Implement and maintain quality assurance processes to ensure technical issues are resolved efficiently and meet company standards.
- Develop training programs for the technical service team to improve product knowledge, technical skills, and customer service.
- 5+ years of experience in technical support, service management, or related roles, with at least 2 years in a leadership or managerial position.
- Proven ability to lead and manage a technical team, with strong decision-making, problem-solving, and conflict-resolution skills.
- Excellent verbal and written communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
- Strong focus on customer service and satisfaction, with experience managing customer relationships and addressing concerns.
- Must have a valid driver's license and U.S. passport.
- Bilingual Spanish a plus.
Estimated Salary: $120,000 - $180,000 per year
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