Technical Support Services Director
3 days ago
We are seeking a seasoned Technical Support Services Director to lead our team of technical support specialists. Located in Anaheim, California, this is a full-time position that offers a salary range of $65,000 - $80,000.
About Us: We are IntelliPro Group Inc., a leading company in the laser engraving industry.
Key Responsibilities- Technical Support Leadership: Develop and implement strategies to ensure high-quality technical support services. Provide guidance, training, and mentorship to technical support staff.
- Customer Escalations: Serve as the escalation point for complex technical issues. Investigate escalated cases, analyze root causes, and work with internal teams to develop solutions.
- Problem Resolution: Assist technical support staff in diagnosing and troubleshooting technical issues. Provide expertise and guidance in resolving technical problems related to laser system operation, software functionality, hardware components, and system integration.
- Customer Communication: Maintain regular communication with customers to provide updates on case status, gather additional information, and ensure timely resolution of technical issues.
- Must Haves:
- Bachelor's degree in engineering, computer science, or a related field.
- 5+ years of experience in customer or technical support roles, with at least 2 years in a leadership position.
- Proficiency in Mandarin Chinese language is required due to communications with the China team.
- Strong troubleshooting skills and ability to diagnose and resolve complex technical issues.
- Excellent communication and interpersonal skills.
- Leadership and team management abilities.
- Customer-focused mindset with a commitment to delivering exceptional technical support.
- Proficiency in technical documentation and CRM systems.
- Nice to Haves:
- In-depth knowledge of laser systems, laser technology, and related components.
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