Responsibilities

• Team Leadership: Supervise a team of 5-8 technicians, including connectivity technicians, service desk technicians, an applications specialist, a dispatcher, and a technical trainer/escalation engineer.
• Process Improvement: Design and implement an escalation process for technical issues.
• Customer Satisfaction: De-escalate customer situations and ensure issues are resolved promptly.
• Training and Development: Coordinate and manage technical training schedules for team members.
• Customer Service: Coach team members on customer interactions and customer service.
• Project Management: Communicate with customers on projects, including progress, delays, and challenges.
• Performance Evaluation: Perform performance reviews for team members.
• Flexibility: Provide support during heavy workloads or staffing shortages.
• Collaboration: Participate in management meetings.
• Project Ownership: Manage projects from start to finish, serving as the primary point of communication for the end user.
• Technical Expertise: Understand current and future applications, specialized products, and remote monitoring software.
• Dispatch: Take calls from customers and technicians in a dispatch function as needed.
• Call Management: Manage call screens to ensure all calls are logged, managed, and closed out appropriately.

Experience + Skills

• Effective Communication: Strong communication skills
• Knowledge Sharing: Ability and willingness to learn and pass on knowledge to others
• Customer Focus: Excellent customer service skills
• Adaptability: Ability to adapt to changing priorities
• Work Ethic: Enjoy working in a fast-paced environment
• Organization: Strong time management and organizational skills
• Proactive Approach: Strong desire to control their environment