Technical Support Lead

4 months ago

Shakopee, United States Atlas Copco Full time
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Passionate people create exceptional things

Did you know that the solutions we develop are a key part of most industries? Electronics, medical research, renewable energy, food production, infrastructure and many more.

We´re everywhere Working with us means working with the latest technologies and groundbreaking, sustainable innovations. With our inclusive and caring environment, you get the support and inspiration you need to grow.

Here, your ideas are embraced, and you never stop learning. Interested in being part of our team?

Join us on our journey for a better tomorrow.

At Atlas Copco/Gamma Vacuum we believe that there is always a better way. This spirit drives us to provide leading edge technology, innovative and sustainable products, as well as best in class service to our customers around the globe.

That’s where you come in – we believe our people make it happen. We provide a collaborative, inclusive and flexible work environment along with competitive compensation and comprehensive wellness & benefits programs.

Gamma Vacuum is seeking a Full Time, On-Site, Technical Support Lead in our Shakopee, Minnesota Product Company. The role of a Technical Support Lead is multifaceted, encompassing a range of responsibilities crucial to an organization's success. They are the linchpin in ensuring that both sales and customers receive top-tier support, which is essential for fostering strong relationships and driving sales. Their strategic oversight extends to coordinating with Field Sales and Service teams, managing key customer accounts, and enhancing the overall customer experience. Moreover, their collaboration with Engineering and R&D departments is vital for addressing complex technical challenges.

In addition to these responsibilities, the Technical Support Lead is also tasked with maintaining the company's online presence, which includes updating the homepage, managing e-commerce activities, and engaging with social media platforms. This role is instrumental in shaping the public perception of the Gamma brand and requires a dynamic individual who can navigate the technical aspects of support while also contributing to the brand's market presence. It's a role that not only supports the technical needs of customers and sales but also plays a significant part in reinforcing the brand's recognition and reputation in the industry. 

Main Responsibilities:

Lead the Gamma Technical Support Team in hiring, training, coaching, and evaluating employees 

Set and monitor performance goals, quality standards, and customer feedback 

Manage the US Customer Care phone queues and workload distribution 

Participate in weekly meetings with Gamma Management, Accounting Team, and Sales and Planners 

Analyzes the performance and skills of employees to identify areas for improvement 

Consults with managers and supervisors to determine the training objectives and requirements 

Designs and develops training programs and materials that are aligned with the organizational goals and needs 

Evaluates the effectiveness and impact of training activities and provides feedback and recommendations 

Review KPIs and escalations with Gamma GM and management team 

Handle customer complaints and issues in a timely and professional manner 

Ensure quality customer interactions and loyalty to increase revenue growth 

Update policies and procedures as needed 

Lead strategic projects for further development of Gamma sales and customer support within the Atlas Copco environment 

Provide support documents and training to internal and external customers (e.g., manuals, spec sheets, etc.) 

Manage internet content (Homepage & social media)

Oversee warranty and service within Gamma Vacuum's terms and processes 

Minimum Qualifications (Experience / Education) 

Associate degree or equivalent experience.

3+ years work experience in a technical support role (supervisory or lead capacity). An international and highly automated environment is preferred.

Must be authorized to work in the U.S. 

Competencies // Knowledge, Skills, and Abilities (KSA’s) 

Demonstrated strategic thinking and leadership skills in previous roles 

Ability to develop and execute a clear vision and strategy for the team 

Good technical understanding 

Strong leadership and communication skills to inspire and motivate the team 

Experience in leading cross-functional teams and collaborating with stakeholders 

Skilled in problem-solving, decision-making and conflict resolution 

Skilled in documenting best practices and procedures 

Applied leadership skills to handle customer complaints, resolve issues and ensure customer satisfaction in various service settings 

Previous experience in managing and training customer service staff 

Ability to handle complex customer issues and complaints effectively 

Able to handle multiple tasks efficiently in a busy environment 

Collaborative: can work well with others across different functions and regions 

Skilled in using Microsoft Office Suite 

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