Technical Support Manager
7 days ago
LHH Recruitment Solutions is seeking a highly skilled Technical Support Manager to join our team in the Dayton, NJ area. This direct hire role offers a unique opportunity to collaborate with various departments and oversee technical call center operations, ensuring timely customer issue resolution.
Key Responsibilities:
- Lead a team of technical support agents and collaborate with the call center operations lead to manage case escalations and resource allocation.
- Define KPIs and goals for the team, fostering a collaborative work environment focused on customer service and objectives.
- Create and implement training programs, coaching, and performance evaluations to ensure team success.
- Monitor call queues to ensure timely responses to customer calls and issues, serving as a subject matter expert on products and troubleshooting.
- Assist the team with complex technical issues and provide direction for resolution strategies.
- Track and report on customer service data, identifying areas for improvement and analyzing trends.
Requirements:
- Bachelor's degree in a technical field, such as electromechanical engineering.
- Minimum 5 years of experience in technical management, call center settings, with a focus on customer resolution.
- Product and technical management customer service experience, with expertise in electromechanical products.
- Proven service excellence, IT ticket/trouble ticket management, and resolution skills.
- Excellent written and oral communication skills, with experience in KPI reporting and call center statistical data.
- Proficiency in Microsoft Excel and other Microsoft Office 365 applications.
Salary Range: $105,000 to $115,000 per year, with benefits including medical, dental, vision, 401k+match, and PTO.
Equal Opportunity Employer: LHH Recruitment Solutions is an equal opportunity employer, committed to diversity and inclusion. We consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws.
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