Technical Support Manager

1 week ago

Troy, Ohio, United States ITW Full time
Job Description

We are seeking a highly skilled and motivated Technical Support Manager to lead our engineering team in an engineering environment. The ideal candidate will have a strong background in engineering, coupled with extensive experience in providing technical support and managing teams.

Key Responsibilities
  • Provide leadership, guidance, and mentorship to the technical support team, fostering a collaborative and customer-focused work environment.
  • Serve as a subject matter expert in engineering principles and technical support methodologies, providing guidance and support to team members as needed.
  • Collaborate in the development of new and existing product improvements; and maintain cross-functional involvement during early stages of the engineering development process to ensure serviceability and service readiness prior to production start.
  • Monitor team performance metrics, analyze trends, and generate regular reports to track key performance indicators (KPIs) and identify opportunities for improvement.
  • Communicate regularly with internal stakeholders, including senior management, engineering teams, and operations teams, to provide updates on technical support activities and address any issues or concerns.
  • Implement and maintain quality assurance processes to ensure the accuracy and consistency of technical support interactions, adhering to established standards and best practices.
  • Conduct research, collect, and analyze data to prepare reports and deliver presentations.
  • Creates and effectively communicates a compelling vision for the team and aligns his/her team and senior management behind it.
  • Takes ownership, drives positive change, and challenges the status quo. Addresses issues with courage.
  • Responsible for processing and evaluating product-specific warranty claims.
  • All other duties as assigned by your manager.
Qualifications
  • Minimum of a Bachelor's degree or 5+ years of equitable work experience in a relatable field.
  • Minimum of 3+ years of experience in a Managerial role with 6+ direct reports.
  • Experience in creating and building processes with tools to maximize departmental efficiencies.
Desired Education/Experience
  • Minimum of 5+ years in Technical or engineering-related field.
  • Experience with ITW FEG business and products.
  • Understanding and experience with ITW Tool box (USA, 80/20, PLS, MRD, and In-Lining).
Job-Specific Knowledge
  • Proficient with Microsoft Office Products to include Dynamics 365, CRM, Remote Support Applications, Outlook, Word, Power Pivot, MSQuery, strong Excel experience to include pivoting and charting, and PowerPoint.
  • Expert knowledge in mechanical, electronics, combustion systems, and data analytics.
  • Working knowledge of M2M, IoT, and remote diagnostics.
  • Performs with a high level of initiative, exhibiting persistence and willingness to stimulate innovative ideas within the organization.
  • Takes calculated risks, makes strategic, results-oriented decisions, and accepts responsibility for the results (positive or negative).
  • Inquisitive, detail-oriented with strong quantitative analytical skills and an innovative approach to problem-solving.
  • Ability to see underlying concepts and patterns in complex situations to develop solutions that effectively address underlying problems/root causes.
  • Working with leadership to develop and implement Standard Operating Policy and Procedures.
  • Identify opportunities to improve operational efficiencies - seek, share, and implement best practices.
  • Strategic Planning.
  • Performance management skills.
  • Skilled in problem-solving and change management.
  • Ability to work with safety awareness.
Competencies
  • Lives/embodies ITW's values with cultural awareness.
  • Always acts with integrity.
  • Leads and behaves from an enterprise-first perspective.
  • Strong coach/mentor that shares talent for their development.
  • Effective organizational, leadership, and presentation skills.
  • Proven leadership and collaboration skills with the ability to effectively supervise, coach, and influence employees.
  • Management and leadership skills to motivate employees across the board.
Time Management and Communication Skills
  • Prioritizes regular workload, special tasks, and concurrent projects, allocating time and resources to ensure that work is completed accurately and efficiently within established time frames.
  • Demonstrated ability to communicate orally with individuals from within and outside of the organization.
  • Collaborative Approach - Can identify opportunities and takes action to build strategic relationships between one's department and other teams, departments, units, or groups to help achieve business goals.
  • Strong communication skills, both verbal and written.

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