Manager, Technical Support

SOMFY® is the leading global manufacturer of high quality electric motors and electronic app controls for interior window coverings and exterior solar protections. Over 270 million users worldwide enjoy the more than 170 million motors produced by Somfy. During the past 50 years, Somfy engineers have designed products for both the commercial and residential markets to motorize window coverings such as interior shades, wood blinds, draperies, awnings, rolling shutters, exterior solar screens and projection screens. Somfy motorization systems are easily integrated with security, HVAC and lighting systems providing total home or building automation.SOMFY® is the leading global manufacturer of high quality electric motors and electronic app controls for interior window coverings and exterior solar protections. Over 270 million users worldwide enjoy the more than 170 million motors produced by Somfy. During the past 50 years, Somfy engineers have designed products for both the commercial and residential markets to motorize window coverings such as interior shades, wood blinds, draperies, awnings, rolling shutters, exterior solar screens and projection screens. Somfy motorization systems are easily integrated with security, HVAC and lighting systems providing total home or building automation.

Job Description

Responsible for driving resolution of critical situations, provide timely and accurate updates regarding these issues, and provide important details on the status of the customer relationship with the Director.  Manage a wide variety of duties to control and coordinate the technical support functions.

• Carries out managerial responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work in coordination with the Call Center Operations Lead; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Develop a five-year department plan to align processes, resources and department goals with current and future objectives.
• Define KPI’s and operational annual goals.
• Encourages team members to look for opportunities for process simplification and improvements.
• Coordinate and transfer product knowledge (wiring instructions, product specific functions)
• Provide appropriate solutions, alternatives, and follow up to ensure resolution.
• Creating visibility, and transparent communication internally and to customers with CRM
• Managing customer and internal stakeholder’s expectations around resolutions and timelines.
• Focusing the team to drive fast and clear resolution while mitigating business risks
• Manage a team of Technical Support agents according to company policies and procedures
• Quarterly employee reviews for goals and development

Qualifications

• Bachelor's degree (B.S.) from four-year college or university; and 5 plus years related experience or equivalent combination of education and experience strongly preferred.
• Experience in CRM systems such as SalesForce strongly preferred
• Proven experience with problem solving skills to deliver highest level of service excellence.
• Highly skilled in strategic planning, organization and execution.
• Excellent written and communication skills, with ability to communicate to all levels of the organization.
• High level of proficiency in Excel and PowerPoint and presentation skills with experience communicating on a management level.
• Self-motivated, ability to thrive in a fast-moving, and constantly evolving environment
• Strong business acumen with a history of using data to solve problems, deep analytical and technical mindset, and an ability to drive and own business relationships.
• Multilingual preferred, Spanish a plus