Senior Manager, Technical Support
Job Title: Senior Manager, Technical Support
Job Type: Full-Time, Direct Hire
Reports To: Director of Customer Experience
Number of Direct Reports: 14
Location: New Berlin, WI (HYBRID)
Travel: Up to 20%
Work Schedule: Monday-Friday, 40 hours per week
Position Overview: Our global client serves their industrial and infrastructure customers with world-class Drives and Programmable Logic Controllers (PLCs). With these products, along with their global scale & local presence, they help their customers to improve energy efficiency, productivity, and safety.
In this senior manager-level role, you will have the opportunity to adapt and implement support strategy that is in line with our client’s global support strategy. Each day, you will ensure seamless technical and commercial support for our client’s internal and external customers. You will also showcase your expertise by creating, implementing, and reviewing support strategy based on the overall service business strategy.
Responsibilities:
• Creating, implementing, and reviewing support strategy for the designated area based on the overall service business strategy. Overseeing estimations, bids, and proposals and ensures they align with our client’s standards and targets.
• Ensures customer focus, understanding of sense of urgency and care in their area of responsibility in turn, ensuring customer retention by delivering superior customer support experience.
• Manages team of 11 Support Technicians, 2 Leads, and 1 Warranty Specialist, driving a continuous improvement culture and implementing improvements to achieve service excellence.
• Drives performance of support activities by following up on Key Performance Indicators (KPIs), including but not limited to: response times and customer satisfaction, and by implementing corrective actions based on them.
Qualifications:
• Bachelor’s Degree OR Associate’s Degree.
• 8 to 10+ years of experience leading technical support teams.
• Variable Frequency Drive (VFD) / Programmable Logic Controller (PLC) / Human-Machine Interface (HMI) product knowledge & experience.
• Preferred Experience includes: Occupational Health and Safety (OHS), Technical support and services, Process improvement and optimization, Project Management, Quality Management, and Project Execution\Operations Management.
• Experience with successful customer service improvement with implementation of KPIs to ensure continued success.
DETAILS AT A GLANCE
JOB TITLE: Senior Manager, Technical Support
TIME COMMITMENT: Monday-Friday, 8 hours per day
HOURS: Day Shift hours
JOB TYPE: Full-Time, Direct Hire
LOCATION: New Berlin, WI (HYBRID)
START DATE: ASAP
APPLICATION DEADLINE: ASAP
BNA RECRUITER: Nick Yacobi
HOW TO APPLY: Click on the apply button, fill out the form and upload your resume.
Please make sure to reference the job title and the BNA Recruiter Name.
This role is a FULL TIME position sourced through BNA. You would be employed and paid by the client company but we would represent you up until the offer stage.