Job Description:
Hanwha Vision America (HVA) is looking for a motivated individual with great attention to detail to join our Product Support Team as a Technical Support Manager. The Technical Support Manager oversees a team of the Technical Support Department, ensuring exceptional customer service and efficient resolution of technical incidents. In this role, be responsible for the daily operation and management of the Technical Support and Service Desk team through the effective use of resources, including scheduling, staff development, and management of client escalations.
Responsibilities:
- Team Leadership and Supervision:
- Oversee daily operation of the technical support department
- Set performance goals for technical support representatives
- Conduct regular performance evaluations and provide feedback and coaching to team members to support their professional growth and development
- Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous learning
2.Customer Support Management:
Collaborate with cross-functional teams, such as product development and customer success, to ensure effective communication and timely resolution of customer issues.
- Oversee department’s handling of customer inquiries, ensuring timely and effective resolution
3 Operational Oversight:
- Ensure all support processes and procedures are followed and standards are met
- Develop and implement effective strategies, policies, and procedures to ensure efficient and high-quality technical support services
- Create, monitor and analyze support metrics to identify areas for improvement
- Collaborate with department leadership in make data-driven decisions to enhance team performance and customer satisfaction
4 Process Improvement:
- Recommend changes to products, or services to enhance efficiency and customer satisfaction to department leadership
- Analyze support metrics to identify areas for improvement
- Champion the executions of organizational strategic initiatives
5 Technical Expertise:
- Maintain a functional understanding of the company’s products and services
6 Documentation and Reporting:
- Prepare and present reports on team performance, key metrics, and customer feedback to department leadership
- Review and act on performance of 3rd party partners
7 Training and Development:
Develop, deliver, and ensure execution of training programs to enhance the technical skills and knowledge of the support and service teams
- Stay updated on industry trends and technologies to ensure the team remains knowledgeable and competent in providing technical support.
Qualifications:
- Minimum of 5-7 years of experience in product support or a similar customer service role, 5 of which should be in a supervisory/management capacity
- Prior experience in manufacturing support environment a plus
- Strong leadership and team management skills
- Excellent written and verbal communication
- High level of emotional intelligence and interpersonal abilities
- Familiarity with customer support software and tools (Zendesk Preferred)
- Ability to handle high-pressure situations and make informed decisions without oversight
- ITIL v4 Foundation Certification or similar service management framework
- CAPM or Project+ Certification (preferred)
- Understanding of Six Sigma framework
- Base understanding of Cloud computing
- Experience managing support of SaaS products
Working Conditions and Physical Demands:
- Prolonged sitting and/or standing for long periods of time
- Ability to lift 25lbs occasionally
- Occasional Travel to Hanwha Office locations for training and trade shows
- Perform activities on the computer for a minimum of 8 hours
- Ability for remote employees to create a lab environment in the workspace
- Ability to perform physical installation of products occasionally
