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Manager of Technical Support Quality

2 months ago

Iowa City, Iowa, United States A. O. Smith Corporation Full time
A.O. Smith Corporation - Quality Management in Technical Support

A. O. Smith Corporation stands at the forefront of innovative solutions and energy-efficient technologies in the water heating sector. With a global presence, the company is committed to delivering superior products tailored for both residential and commercial markets.

Position Overview:
  • Oversee the quality management program for technical support within the North American Water Heater division.
  • Establish a strategic approach to advance Technical Support Quality Management (TSQM) initiatives with a defined mission and vision.
  • Standardize the quality of customer interactions and technical support methodologies.
  • Enhance support mechanisms for agents to improve service delivery.
Qualifications:
  • Bachelor's Degree in Business Management or a related discipline.
  • 2-3 years of experience in a supervisory or leadership role.
  • At least 5 years of relevant professional experience.
  • Exceptional written and verbal communication skills, along with strong presentation abilities.
  • Proven experience in people-oriented management.
  • Familiarity with General Database software, order processing systems, Excel, and Microsoft Word.
Compensation and Benefits:

This role provides a competitive salary along with a comprehensive benefits package, which includes medical and dental coverage, a retirement savings plan, disability programs, and educational assistance.