Sales and Support Manager

Are you interested in being "in" on the cutting edge of new technology? Then SpotterRF might be just the place for you. SpotterRF is the leader in a new cutting-edge radar technology that is used to protect elite military forces around the world as well as critical infrastructure including oil & gas wells, electrical utilities, bridges, dams and more. SpotterRF has been recognized in Defense Electronics Magazine, Popular Science as Best of What’s New, Government Security News, KUTV, and recent winner of a Utah Innovations Award.

Position Overview

The Sales and Support manager performs the critical role of managing resources in multiple time/zones, geographies to provide technical and sales support to a team of Sales professionals and SpotterRF end-customers. This position is responsible for the management of metrics of the Sales and Support Engineers (SSE) as well as ensuring resources are in the right location at the right time. This

Responsibilities and Duties

• The Sales and Support Manager is responsible for support and the administration of the technical team and the overall external sales and engineering support.
• They represent the company as the final arbiter on support related questions as well as the conflict resolution manager for all channel / customer issues.
• Establishing the priority, delivery and management of the key performance indicators for each team member across all geographic areas.
• Ensuring team performance and morale by recommending additional staff as well as managing customer expectations.
• Manage project and resource (staffing) delivery of professional services to customers / clients / channel partners worldwide.
• Provide meaningful reporting on the performance and closure rate of helpdesk tickets and be measured on the profitability of delivery of service (both support and professional services).
• Provide, in addition to the managerial tasks, engagement management with customers on support (directly) and augment the team in times of call high call/mail volume.
• Author and approve helpdesk articles and knowledge base support documentation for eventual publication to the customer portal.
• Work closely with the Business Development Management to remediate RMAs / support tickets in a prioritized fashion.
• Other responsibilities as defined by their immediate supervisor.
  

Education

• Bachelors of Engineering (preferably in Computing Sciences / Mechanical / Electrical Engineering)

Experience

• 5 years in management (preferable management of support / service teams in highly technical environments)
• Experience with running Professional Services/Consulting services/P-L
  
• Engineering Degree

Skills

• Highly engaged customer focused individual
• Exceptional written and verbal communications
• Project Management Skills (PMP or equivalent desireable)
• Bench Management of staffing resources
• Good understanding of Professional Services engagements
• Ability to work in field / in office as required

Benefits:

• Benefit program available