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Customer Support Manager

3 weeks ago

Dayton, New Jersey, United States Somfy Systems Inc Full time
Job Summary

Somfy Systems Inc is seeking a seasoned Customer Support Manager to lead its Technical Support team. The ideal candidate will have 5+ years of experience in managing technical support functions and driving resolution of critical situations.

The estimated salary for this role is $90,000 - $110,000 per annum, depending on location and experience.

Key Responsibilities
  • Manage a wide variety of duties to control and coordinate the technical support functions.
  • Develop a five-year department plan to align processes, resources and department goals with current and future objectives.
  • Define KPI's and operational annual goals.
  • Encourages team members to look for opportunities for process simplification and improvements.
  • Coordinate and transfer product knowledge (wiring instructions, product specific functions)
Requirements
  • Bachelor's degree (B.S.) from four-year college or university; and 5 plus years related experience or equivalent combination of education and experience strongly preferred.
  • Experience in CRM systems such as SalesForce strongly preferred
  • Proven experience with problem solving skills to deliver highest level of service excellence.
  • Highly skilled in strategic planning, organization and execution.
  • Excellent written and communication skills, with ability to communicate to all levels of the organization.