Sr. Manager, Technical Support

SpectraLink   •  

Boulder, CO

Industry: Media


5 - 7 years

Posted 83 days ago

This job is no longer available.

Spectralink provides best-in-class Wi-Fi smart phones that enable mobile workers like nurses, warehouse staff and big store sales associates to do their job better than ever.

As the global leader in purpose-built wireless communications, we’ve deployed over 3 million devices to customers around the world. Our dedication to listening and understanding the needs of the customer is the foundation of our business. We use this expertise every day to build the right solutions for mobile workers.

Headquartered in Boulder, Colorado with offices in the U.K. and Denmark, we are one global company with a common vision and mission to provide the best possible enterprise mobileexperience for our customers.

Sr. Manager, Technical Support

As the Sr. Manager, Technical Support, you will be responsible for leading the technical support function and managing our highly skilled team. This role is broad with a lot of variety; no two days will be the same. We are a roll-up your sleeves and get it done culture, so although you'll be managing the Technical support function you will be working directly with customers on escalations and critical issues. This is a highly collaborative role where you'll be working with leaders across Spectralink, partners, and customers.

Having a great attitude and customer focus is imperative for success in this position. This a great opportunity for someone looking to put their stamp on the way we scale our support organization and to make a meaningful impact on a growing global business.

What we need you to do:

  • Directly manage a team of technical support engineerswhich includes hiring, coaching, career and technical development.
  • Maintain a high degree of customer satisfaction with the Support team while ensuring the team meets established SLA's.
  • Develop process improvement plans, tools and systems that show demonstrable levels of improvement in service delivery to customers and partners.
  • Be directly involved and provide oversight on high priority/high profile escalations.
  • Manage interactions between Support and internal stakeholders at it pertains to customer issues/feedback and prioritizing engineering issue resolution with engineering.
  • Manage outsourced Tier 1 call center partner.
  • Drive ongoing process improvement via consistent Problem Management process to eliminate system root causes of escalations.
  • Interface with Quality organization to provide effective tracking and customer support on quality issues.
  • Analyze operational practices for effectiveness and continued quality and performance improvement.
  • Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management
  • Work with Spectralink's engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions
  • Ability to work in fast-paced environment and effectively manage changing priorities.
  • Management reporting on Support KPIs.
  • Ability to liaise with the customers at all organizational levels and effectively manage/communicate issues.
  • Acquire, maintain and share expert technical knowledge of specific technologies in Situational Intelligence.
  • Understand the gaps in our support delivery process. Plan and deliver additional trainings to team.
  • Partner with internal groups on new product introductions and build support plans for new product roll outs.
  • Develop recommendations to enable proactive customer support.
  • Partner with Product Management, R&D and Professional Services to develop and deploy proactive support tools with our products.

What you bring to the table:

  • Bachelor’s degree in a technology discipline or related field or equivalent experience.
  • Minimum of 6 years customer supportexperience in a technical environment.
  • Demonstrable experience coordinating with different teams.
  • Ability to work in fast-paced environment and effectively manage changing priorities.
  • Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
  • Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable
  • Excellent communications and interpersonal skills
  • Strong leadership & people management skills
  • Strong organizational and relationship building skills
  • Analytical and project management skills
  • Collaborates well with key internal and external stakeholders
  • Ability to organize and prioritize multiple ongoing projects
  • Able to work with minimal direction while solving complex problems in creative ways