Technical Support Director

3 weeks ago


Anaheim California, United States Oceania International Full time
Job Description

**Job Title:** Technical Support Manager

**Company:** Oceania International

**Job Summary:

We are seeking a highly skilled Technical Support Manager to oversee our technical support team and ensure high-quality customer support. The successful candidate will be responsible for managing daily operations, providing technical guidance, and supporting the development of team members.

Key Responsibilities:

  • Lead and manage a team of technical support specialists responsible for providing assistance to customers experiencing issues with Oceania International's laser systems.
  • Provide guidance, training, and mentorship to ensure the team delivers high-quality technical support services.
  • Serve as the escalation point for complex technical issues that cannot be resolved by front-line technical support staff.
  • Investigate escalated cases, analyze root causes, and work with internal teams to develop and implement solutions to address customer concerns effectively.
  • Assist technical support staff in diagnosing and troubleshooting technical issues reported by customers.
  • Provide expertise and guidance in resolving technical problems related to laser system operation, software functionality, hardware components, and system integration.
  • Maintain regular communication with customers to provide updates on the status of escalated cases, gather additional information as needed, and ensure timely resolution of technical issues.
  • Foster positive relationships with customers by demonstrating empathy, professionalism, and a commitment to customer satisfaction.
  • Develop and maintain technical documentation, including troubleshooting guides, knowledge base articles, and FAQs, to assist customers and technical support staff in resolving common technical issues efficiently.
  • Ensure that documentation is accurate, up-to-date, and accessible to all relevant stakeholders.
  • Monitor the quality and consistency of technical support services provided by the team.
  • Conduct regular reviews of support interactions, provide feedback and coaching to team members, and identify opportunities for improvement in processes, procedures, and service delivery.
  • Coordinate and facilitate training sessions, workshops, and skill-building exercises for technical support staff to enhance their technical knowledge, troubleshooting skills, and customer service capabilities.
  • Promote a culture of continuous learning and professional development within the team.
  • Set performance goals and objectives for technical support staff, monitor performance metrics and KPIs, and provide regular performance feedback and evaluations.
  • Recognize and reward top performers and provide support and guidance to team members who may be struggling to meet expectations.

Requirements:

  • In-depth knowledge of laser systems, laser technology, and related components, including laser sources, optics, control systems, and software applications.

Benefits:

  • Health & Dental Insurance
  • PTO
  • 401k
  • 401K Matching
  • Employee Discounts

  • Civil Engineer

    2 weeks ago


    Anaheim, California, United States PEAK Technical Staffing USA Full time

    Job SummaryWe are seeking a highly skilled Civil Engineer to join our team at PEAK Technical Staffing USA. As a Technical Director, you will provide engineering and technical direction to engineering consultants to support the preparation of civil studies, reports, plans, specifications, and construction drawings.Key Responsibilities:Review hydrologic and...

  • Civil Engineer

    6 days ago


    Anaheim, California, United States PEAK Technical Staffing USA Full time

    Job SummaryWe are seeking a highly skilled Civil Engineer to join our team at PEAK Technical Staffing USA. As a Technical Director, you will provide engineering and technical direction to engineering consultants to support the preparation of civil studies, reports, plans, specifications, and construction drawings.Key Responsibilities:Review hydrologic and...


  • Anaheim, California, United States Oceania International Full time

    With over a decade of expertise in the laser engraving sector, Oceania International stands as a reputable entity within the laser engraving community. Our dedication to laser machinery and the engraver community we serve is a source of pride. The Technical Support Operations Manager at Oceania International is tasked with supervising the technical support...


  • Santa Clara, California, United States ServiceNow Full time

    Job DescriptionAs a key member of the ServiceNow team, you will be responsible for leading our Technical Support Management efforts. This role requires a strong background in managing and exceeding key performance indicators (KPIs) and technical support metrics, including customer satisfaction, time to relief/resolution, and backlog reduction.Key...

  • Technical Director

    4 weeks ago


    Corona, California, United States Veolia Full time

    Job DescriptionJob Summary: We are seeking a highly skilled Technical Director to lead our engineering team and drive business growth.Key Responsibilities:Develop and implement engineering strategies to align with company objectives.Define and monitor engineering policies and procedures to ensure seamless project execution.Develop and maintain technical...

  • Technical Support

    1 day ago


    Anaheim, United States TEKsystems co Allegis Group Full time

    Description:The Technical Service Support will work closely with our team of technical service engineers to provide comprehensive post-sales vehicle technical service support to our dealers and customers. The role will involve case management, processing, follow-up, reporting, and internal coordination to ensure efficient and effective resolution of...


  • Anaheim, California, United States Quantum Electronic Payments Full time

    {"h1": "Technical Support Representative Job Description", "p": "At Quantum ePay, we're seeking a skilled Technical Support Representative to join our team. As a key member of our technical support team, you will be responsible for deploying and supporting our hardware and payment gateways. Your expertise will ensure that our merchants have a seamless...


  • Anaheim, United States Procom Full time

    End User Support Job DescriptionProcom is seeking a skilled End User Support Specialist to join our team. As an End User Support Specialist, you will be responsible for providing technical assistance and support to our internal and external clients. This is a 5-day in-office position, and the ideal candidate will have two years of experience in a desktop...


  • Anaheim, United States ICONMA Full time

    Job Title: User Support SpecialistAt ICONMA, we are seeking a highly skilled User Support Specialist to join our team. As a key member of our IT organization, you will provide technical support and assistance to our internal and external clients.Key Responsibilities:Provide technical support and troubleshooting for hardware and software issuesAssist with...


  • California, United States Pave Talent Full time

    Job Summary:Pave Talent is seeking an exceptional Director of Technical Operations to join our client's innovative team in the cell therapy industry. This role offers the chance to lead and shape the future of cell therapy manufacturing.About the Client:Our client is a rapidly growing cell therapy startup revolutionizing the biotech industry. The company is...


  • Anaheim, California, United States Quantum Electronic Payments Full time

    Unlock Your Potential with Quantum ePayQuantum ePay is a full-service financial technology provider that helps business owners lower their costs, earn more money, and improve their quality of life. We're seeking a Technical Support Representative who will be responsible for deployment and technical support for hardware and payment gateways.Key...


  • Anaheim, United States Extron Full time

    Job Overview:Extron is seeking a skilled Applications Engineer to provide technical support for our products and technologies. As a key member of our team, you will work closely with customers to resolve technical issues, provide product recommendations, and ensure complete customer satisfaction.Key Responsibilities:Develop in-depth knowledge of Extron...


  • Anaheim, California, United States Ledgent Technology Full time

    End User Support Specialist IIWe are seeking a skilled End User Support Specialist II to join our team at Ledgent Technology. This role will involve providing technical support to various office locations in Anaheim, CA.As a key member of our central information technology organization, you will be responsible for providing network and database...

  • 3D Technical Director

    3 weeks ago


    California, Missouri, United States Aurora Innovation Full time

    Aurora Innovation: Building a Safer Transportation EcosystemWe're searching for a talented 3D Technical Director to join our team at Aurora Innovation. As a key member of our team, you will play a crucial role in building a transportation ecosystem that makes our roads safer, gets crucial goods where they need to go, and makes mobility more efficient and...


  • Anaheim, CA, United States VirtualVocations Full time

    A company is looking for a Director of Technical Solutions to lead the design and delivery of technology solutions for clients. Key Responsibilities Collaborate with clients to identify business challenges and develop technical solutions Lead cross-functional teams through the entire solution lifecycle, ensuring successful implementation Stay updated...


  • California, United States Kinect Full time

    About the RoleThe Information Technology Coach at Kinect offers expert-level technical support and training across a wide range of applications and technologies used within the firm. This position involves delivering superior, white-glove technical assistance and guidance to firm lawyers and staff, with a strong focus on understanding their needs and...


  • California, United States Motion Recruitment Full time

    Job Title: End User Support SpecialistWe are seeking a skilled End User Support Specialist to join our team at Motion Recruitment. As a key member of our support team, you will be responsible for providing technical assistance to our clients, ensuring their desktop hardware and software systems are running smoothly and efficiently.Key...


  • Anaheim, California, United States Oceania International Full time

    Job DescriptionOceania International is seeking a highly skilled and experienced Product Customer Support Manager to join our team. As a key member of our customer support team, you will be responsible for overseeing the technical support team, ensuring high-quality customer support, and maintaining service excellence.Key Responsibilities:Technical Support...


  • California, United States Canvas Worldwide Full time

    Job SummaryCanvas Worldwide is seeking a highly skilled Technical Support Specialist to join our Technology & Agency Services team (CTAS). As a Technical Support Specialist, you will be responsible for providing first-level support for our endpoints, account maintenance, and cloud services.Key ResponsibilitiesMonitor and respond to technical requests via...


  • California, United States Canvas Worldwide Full time

    Job Title: Support AnalystWe are seeking a highly skilled and experienced Support Analyst to join our Technology & Agency Services team at Canvas Worldwide.Key Responsibilities:Provide first-level support for our endpoints, including Windows, macOS, iOS, Android, and other devices.Monitor and respond to technical requests via Zendesk ticket queue and Teams...