Technical Support Manager
Griffin, GA 30224
Job Title:Technical Support Manager
Location: Peachtree City GA
Job Type: Permanent
Our manufacturing client in Peachtree City, GA is looking for a Technical Support Call Center Manager. This person will lead a fast paced, high volume inbound technical support call center and support team of 10-20 people. This person will be responsible for hiring, training/coaching Technical Support Advisors, monitoring calls and directing activities that ensure customer service, quality and technical accuracy standards are met. Our client has a fantastic benefits package and need someone to start ASAP.
Plan, organize and manage the staff required to provide support and repair guidance to end users and service technicians.
Establish, implement, and maintain administrative and technical policies and procedures.
Monitor staff to identify potential problems, technical gaps, and gaps with troubleshooting and/or problem solving.
Provide coaching and feedback - including formal corrective action if necessary.
Develop and coordinate technical training activities for technical advisors.
Manage and resolve escalated calls. Research and confer with internal experts on advanced service issues and/or issues related to discontinued or obsolete models.
Work closely with Quality, Engineering and other cross functional leaders to ensure consistent, high-quality user interactions and customer-focused product enhancements.
Create and review key customer metrics to determine the appropriate improvement action plans.
Monitor call volumes and wait times. Take inbound calls during peak times to ensure that service calls are answered promptly.
Ensure that service remedies are accurately documented for each call in the computer system.
Bachelors or Technical Degree
7+ years of previous hands on technical experience (mechanical, HVAC and/or refrigeration) is a must!
3+ years of leadership experience (Previous call center management preferred)
Knowledge of the operation of ACD phone systems and quality monitoring/recording systems
Demonstrated leadership skills & previous experience managing a team of up 20 Support Advisors
Strong organizational, analytical and time management skills required
Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
Stronger customer service, interpersonal and multi-tasking skills
If interested, apply now at www.selecsource.com and select job order 22230 to submit your resume!