Technical Support Manager

| Greater Denver Area

Position:

Technical Support Manager

Job Description:

Summary of Position

The Technical Support Manager will manage a team of technicians that are responsible for tier 2 and 3 technical phone support and repair of servers, laptops, desktops etc.… for our customers while they are using our products and services.  This includes purpose built and traditional equipment. The person in this position will manager and work with engineers, technicians, production personnel, customers and others regularly – including leading, explaining and demonstrating product features to other workers. Work with various teams/departments/customers in the support and analysis of our high end and customized OEM computer products.

Essential Functions:

  • Manages and directs the Tech Services group by providing resources, training, and support needed for staff to service internal and external customers. 
  • Manage and develop line staff, including providing direction, hiring, coaching and corrective action. Determine staff utilization, certification requirements.
  • Strategic planning for technical roles, as well as with existing and prospective customers/suppliers.
  • Process improvement/design and other duties as assigned.
  • Responsible for ongoing professional development   
  • Develop a continuous improvement mindset for technical services area 
  • Visit customer sites as needed to support/resolve issues
  • Build and improve relationships with product vendors
  • Participate in customer and employee training
  • Perform hardware failure analysis and testing on hardware components, identify issues and follow up on corrective actions
  • Represent Arrow in a professional manner; striving for total customer satisfaction
  • Perform other related duties as assigned
  • In-depth knowledge of hardware and software (desktops, notebooks and severs, etc…)

Knowledge/Skills/Abilities

  • Coordinates and supervises the daily activities of business or technical support or production team
  • Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors
  • Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager
  • Accountable for the results of a large and/or moderately complex support or production operations team including subordinate work leaders
  • Applies acquired expertise to analyze and solve problems without clear precedent
  • Provides input on resource planning and policy development 
  • Coaches team members on performance, completes employee performance evaluations and recommends pay actions
  • Ability to present and explain Company and technical information to potential or existing customers, as well as employees, both verbally and in writing.
  • Strong interpersonal skills and the ability to build productive and lasting relationships with management, employees, and customers
  • Possession of a continuous improvement mindset
  • LEAN thinking skills

·Ability to embrace change and adapt to changing priorities

  • Ability to meet deadlines and goals, and demonstrate a strong work ethic
  • Outstanding time management and organizational skills
  • Strong analytical skills with a meticulous and thorough approach to work
  • Ability to identify and anticipate problems or errors and provide innovative solutions
  • Ability to gather and analyze information skillfully and accurately
  • Strong technical skills and aptitude: strives to continuously build technical knowledge and skills and help others do the same
  • Ability to work independently and as part of a team in a fast-paced environment

Education:

  • College Degree Preferred in Computer Science or related field

Qualifications/Experience:

  • Minimum 4 years’ experience in the Technical Support field with 1 year with supervisory resposibilities
  • Knowledge of Digital Signage and Digital Security a plus
  • Lean training or “LEAN Thinking” Experience a plus
  • Certifications essential to Arrows mission (such as A+, MCP, MCSE, etc.)
  • Knowledge of Desktop, Mobile and Server-class INTEL/AMD processors, Desktop, Mobile and Server Class Motherboards, BIOS, firmware, PCI Express and PCI-X cards integration and testing.

Linux/Windows scripting, (Solaris, SMBIOS, DMI, ACPI, SLI I information experience a plus)

ADA Standards

  • Ability to sit at a desk, computer station and/or table for extended periods
  • Ability to travel independently to attend various meetings, trade-shows, conferences, etc.
  • Ability to stand on feet for periods of time using walking, bending, stooping, squatting, turning, and lifting motions
  • Ability to converse verbally and in writing with others
  • Ability to lift up to 50 pounds
  • Ability to utilize multi-line phone system, computer monitor and keyboard (data entry)

Travel Required:

Occasional travel required (approximately 5-10 days annually)

Location:

Syracuse

Time Type:

Full time

Job Category:

Customer Facing/Supplier Facing

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Location

Our offices are approximately 15 miles south of Downtown Denver. Employees enjoy the easy access to the light rail station and I-25.

An Insider's view of Arrow Electronics, Inc.

What's something quirky about your company?

As a tech company, we showcase the use of tech all throughout our building. We hang art over the building made of various consumer electronics and we even have access to an Electronics Testing lab. My R&D team also loves to make fun code names for our projects, we recently launched Project Deathstar (announced as ArrowPlus powered by Freelancer)!

Stephen

Manager, Product Management and Engineering

What projects are you most excited about?

There is a big drive at Arrow to support tech entrepreneurs, so part of my job involves collaborating and working with local startups - you’d be amazed to see the new ideas coming out of Denver! I get to work closely with local incubators and accelerators, and also plan events and sessions for big events like Denver Start Up week.

Lia

Marketing Specialist

How has your career grown since starting at the company?

I first began my career at Arrow six years ago as a summer intern on the Customer Support team. The career growth I have achieved since has led me to my current role as Delivery Manager of Arrow.com. Through mentorship programs and working with a team that values trust while promoting curiosity, the experiencing has been nothing short of rewarding.

Kristen

Delivery Manager

How do your team's ideas influence the company's direction?

In today’s fast moving world my team is continually collaborating with the business to evolve our digital channels. Combining competitor insight, industry best practices and innovative capabilities we can react quickly to changing needs, design robust solutions, as well as developing innovations for future growth.

Michelle

Director, Technology & Planning

What’s the vibe like in the office?

Our office promotes an open and active vibe that inspires collaboration with your fellow coworkers. The overall environment supports our focus on driving innovation forward.

Taylor

Asset Specialist

What are Arrow Electronics, Inc. Perks + Benefits

Arrow Electronics, Inc. Benefits Overview

•Medical, Dental, Vision Insurance
•401k, With Matching Contributions
•Competitive Paid Time Off
•Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options
•Short-Term/Long-Term Disability Insurance
•Parental Leave Options
•Employee Discount on Annual RTD Pass
•Wide Variety of Growth Opportunities
•Casual Work Environment

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga, In-office fitness classes, Sponsored race teams.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Our game room includes Ping Pong, Foosball.
Stocked Kitchen
Parking
We offer employees Free on-site garage parking.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Customized development tracks
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