Technical Solutions Manager

POSITION SUMMARY:

The Technical Support Manager is responsible for the management of a team of Technical Support employees that provide technical support to Carestream Dental customers. The primary goal is to minimize the impact to our customer by resolving an incident or request as quickly as possible upon escalation and to restore customer business operations. Responsible for day-to-day supervisory responsibilities for all direct reports to include; monitoring employee key performance indicators toward goals, time and attendance, general employee administration, knowledge utilization, training development and deployment.  The role ensures positive customer outcomes via a team delivering effective troubleshooting, communications, and escalations in a timely manner in line with the agreed SLAs.  The Manager must display a willingness to engage into situations as the customer advocate, understand technical issues and quickly bring appropriate level of involvement from within Service Division to deliver a positive customer experience.

RESPONSIBILITIES

• Work closely with supervisory and management peers to ensure smooth support for our customer base.
• Ensure exceptional customer service and support through managing individual support technician performance quality and productivity using tools such as ACD, CRM, reporting, etc.
• Oversee remote support team and incident queues for follow-up, proper escalation, and progress toward resolution
• Responsible for new knowledge deployment, existing knowledge maintenance, and creation and utilization by team
• Responsible to ensure training requirements are met and executed
• Document issues and resolutions thoroughly in the CRM
• Manage daily employee shift related activities such as ensuring that support technicians are following company standards, time clock entries, call analysis and shift coverage, call quality and technical evaluations and coaching, etc.
• Ensure proper procedure and protocols are being followed
• Drive team development and high morale through employee selection, appraisal, training, coaching, and feedback.
• Take a lead in communication with global R&D centers to drive product and service improvement.
• Proactively analyze call data to help drive improvement and reduce call volumes
• Work with colleagues across global offices to drive process standardization
• Other duties as assigned to support the general purpose of the position’s function and to support company goals

REQUIRED SKILLS/PREFERRED SKILLS

• 3 years of experience in a technical service-related field and a thorough knowledge of all Microsoft applications (Windows, MS Office)
• 2+ years of management or leadership experience in a technical service-related field preferred
• Ability to diagnose and resolve common issues efficiently, delivering immediate solutions where possible.
• Ability to prioritize multiple concurrent tasks with strong organizational skills and composure under pressure
• Solid working knowledge of operating systems and hardware, enabling identification and resolution of issues at any stage with minimal disruption to the customer
• Consistently delivers accurate, high-quality responses and ensures all outstanding issues are followed up to resolution
• Asks the right questions to gather relevant information, identifies key issues, and draws well-reasoned conclusions
• Completes tasks thoroughly, monitors processes and information on an ongoing basis, and holds self and others to high standards of performance
• Excellent verbal and written communication skills, with the ability to build effective working relationships across service and support teams.
• Listens to and understands the needs of internal and external customers, consistently prioritizing their satisfaction.
• Proactively applies knowledge and skills to achieve goals, takes ownership beyond what is required, self-manages time and workload effectively, and makes decisions independently.
• Contributes to team effectiveness and is mindful of the impact of their behavior on colleagues.
• Demonstrated leadership and people management skills, with a track record in problem-solving, customer relations, cross-functional collaboration, and organizational effectiveness.
• Any experience of Carestream Dental’s practice management software, eServices or Imaging products would be desirable but not essential.

EDUCATION:

• Associate’s degree in a technical or business subject, or equivalent professional experience required

WORK ENVIRONMENT:

• Collaboration with colleagues, customers, and stakeholders across multiple time zones will be required to fulfill this role’s responsibilities. As such, individual work hours may be variable or irregular at times.

Salary Range: $60,000 - $65,000 USD