Technical Support Services Director

3 days ago


Anaheim, United States IntelliPro Group Inc. Full time
Job Overview

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.
Required Skills and Qualifications
  • 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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