Customer Support Manager
1 day ago
We are seeking a highly skilled Customer Support Manager to lead our Technical Support Team and Helpdesk. The ideal candidate will have a strong background in customer support management, with experience in leading technical support centers for Fortune 500 companies.
Key Responsibilities:
* Ensure the team meets or exceeds service level agreements (SLAs) 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.
Requirements:
* 10+ years' work experience in customer support management experience required.
* 5+ years' experience leading technical support center for Fortune 500 companies/customers.
* Strong data management, data analysis, and data collection abilities.
* Excellent problem-solving skills.
* Proven ability to handle escalated customer issues effectively.
* Demonstrated proficiency in customer POS and EPS systems.
* A results-driven individual who thrives in a competitive arena.
* An out-of-the-box thinker who is courageous and not afraid of going against the grain.
* Ability to create an environment of individual growth and teamwork.
* Knowledge of principles and processes for providing customer services including needs assessment, quality standards, and evaluation of customer satisfaction.
* Strong JIRA experience to support your customer escalation process and provide SLA adherence.
About Vontier:
Vontier is a global industrial technology company uniting productivity, automation, and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise, and unparalleled portfolio breadth, Vontier enables the way the world moves - delivering smart, safe, and sustainable solutions to our customers and the planet.
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