Technical Support Manager

CESNA, INC.
Fort Lee, United States of America
1 month ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Junior

Job location

Fort Lee, United States of America

Tech stack

Microsoft Access
Microsoft Excel
Computer-Aided Design
Spreadsheets
Databases
Text Processing
Project Management Software

Job description

    • Works closely with Senior Manager and Technical Engineer Development Department on support of product
    • Work to assist with problem resolution
    • Assist with the Coordination of corrective action efforts.
    • Work with all departments within the Company.
    • Develop training materials for dealers
  • Principal Activities and Responsibilities:
    • Performs all duties according to standards and policies by which the team operates.
    • Works with others to assess system performance, product development and product support
    • Provide product and service support from the inception through end of products life cycle
    • Manages excellent relationships between customers, sales and service support
    • Act as a first and second level of support line whenever volume is high.
    • Creates standard operating procedures and policies by which the team operates, ensuring conformance with project goals.
    • Report all failures through complaint management system.
    • Able to perform functions of all positions within department as necessary.
    • Adequately train team of call center representatives.
    • Provide customer follow up for call center events.
    • Advises upper management on product development issues arising from product problems identified through technical support calls with customers.
    • Handle customer problems that appear to arise from the use of the product.
    • Customer Satisfaction
  • ++Grow satisfaction rating to number one in DR
    • Follow Call Quality Plan for their Department
  • ++Greeting and general phone presence should be professional and courteous
  • ++Minimize phone unattended transfers
    • Departmental Guidelines (Accountability) Established A set of employee guidelines are established for proper department management
  • ++Disciplinary protocol is followed if the guidelines are not followed.
  • ++Guidelines are modified and updated based on situations not covered.
    • Completes, maintains, and processes pertinent paperwork and training records.
    • Assists in Plan and schedule levels of support according to product release schedules.
    • Assists in final testing / training of new products.
    • Timely completion, maintenance, of pertinent paperwork and records.
    • Completion of additional projects and assignments as given by management.
  • Supervisory Responsibilities;
  • This person will be able to carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; addressing complaints and resolving problems., * - Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
    • Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
    • Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
    • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
    • Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
    • Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
    • Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
    • Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
    • Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
  • Education

Requirements

  • To perform the job successfully, an individual should demonstrate the following competencies:
    • Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.
    • Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
    • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
    • Technical Skills - Assesses own / others - strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
    • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
    • Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. Generally display a positive attitude while working within the environment.
    • Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
    • Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
    • Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
    • Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
    • Quality Management - Looks for ways to improve and promote quality; Demonstrate accuracy and thoroughness. Follow complaint management systems and guidelines for ISO-9001 and 21 CFR 820., * - Bachelor/ Associates degree in Business, Technical, or related field. Field Service or Customer Support Experience
  • Work Experience:
    • Call Center experience and heavy customer contact is considered valuable and a critical key to the success of this position as well as staff development.
    • Must be able to read highly technical repair information and manuals.
    • One to Five years history of demonstrated success in work experience within the customer / Call Center related activity.
    • Experience or strong interest in learning radiology, medical imaging.
    • Experience or strong interest in learning new technologies, software, and networking, electronics.
    • Experience with Radiology, DR, PACS, Xray.
  • Language Skills
    • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
  • Reasoning Ability
    • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Computer Skills
    • To perform this job successfully, an individual should have knowledge of Database software; Design software; Development software; Internet software; Project Management software; Spreadsheet software and Word Processing software.
    • Expert Level MS Access, MS Excel, and Analytical skills are necessary to complete daily responsibilities.
  • Travel:
    • International travel may be occasionally required for product training purposes or development of training programs.

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