Customer Support Manager

4 weeks ago


Houston, Texas, United States Vontier Corporation Full time

Customer Support Manager

We are seeking a highly skilled and experienced customer support manager to lead our technical support team and helpdesk. The ideal candidate will have a strong background in customer support and experience in managing a team of technical support specialists.

Key Responsibilities:

  • Ensure the team meets or exceeds service level agreements (SLA's) for response times and issue resolution.
  • Analyze customer support data and metrics to identify call trends and implement improvement strategies.
  • Serve as an escalation point for technical and/or critical customer issues.
  • Establish relationships with high priority customers and lead their associated strategic projects.
  • Partner with Engineering to identify challenges and improvement opportunities with new product ideas to streamline upcoming support and prepare for new releases.
  • Provide ongoing continual improvement relating to tools, efficiency, quality, and team performance.
  • Collaborate with cross functional departments to relay customer feedback and achieve the goal of customer satisfaction.
  • Identify potential future needs of team and provide recommendations for growth and skill set expansion.
  • Lead, train, and mentor a team of technical helpdesk specialists and senior customer support analysts, promoting a collaborative and high-performing environment.
  • Utilize JIRA to manage technical customer reported issues and escalation process flows.
  • Maintain comprehensive knowledge of our products to provide guidance to team members and customers.
  • Travel to key customers, as needed.


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