Connectivity and Applications Support Manager
Burnsville, MN | In-Person | $65,000 - $80,000 | Full-Time
The Role
As a Connectivity and Applications Support Manager, you'll be the driving force behind a team of technical experts, ensuring seamless office equipment and software operations. This high-impact role demands exceptional leadership, technical proficiency, and a dedication to customer satisfaction. You'll oversee a diverse team, mentor their growth, and manage projects from start to finish. Your ability to navigate complex technical challenges and maintain positive customer relationships will be instrumental in the success of your team and the company.
Position Summary
Beyond technical expertise, your leadership skills will be paramount. You'll foster a collaborative and supportive environment, motivating your team to deliver exceptional results. Your ability to effectively communicate with customers, resolve issues promptly, and ensure continuous improvement will be key to your success in this dynamic role.
About Coordinated
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
![John Pearson Headshot](https://www.coordinated.com/hs-fs/hubfs/2022%20Website/Headshots/COR%20Headshot-12.jpg?width=200&height=200&name=COR%20Headshot-12.jpg)
John Pearson
Director of Service