Technical Customer Support Manager jobs in Everett, WA

Stateside Electronics (SSE) is looking for a vibrant Technical Support Manager (TSM) to join our team. The TSM functions as a key part of the partnership with our customers by listening to their needs, understanding their technical challenges – both specific and environmental, and then resolving the issue to the customer’s satisfaction. We are obsessed with delivering a seamless and frictionless experience for our customers.

Equally, we strongly believe that we can only deliver these amazing customer experiences when we drive a work culture which inspires innovation, rewards risk-taking, celebrates success, and encourages enjoyment in your efforts during your workday. If you want to take more ownership and self-satisfaction with your career, then you’re ready to be part of SSE.

In This Role You Will:

•Diagnose, troubleshoot, and repair end-point computing devices (laptop/workstation) primarily for ongoing customers managed by SSE and its sister company, Van Cleve & Associates (VCA). There may be occasions for diagnosing mobile devices, or specific audio and video capturing devices. If not able to repair directly, coordinate with the manufacturer or authorized repair center to restore the product to working condition.

•Lead IT (InfoTech) System Administration services including but not limited to server building, installation, management, and maintenance, end-point (client) hardware device and related software installation, management, and maintenance, network connectivity both wired and wireless, and cybersecurity implementation, maintenance, and monitoring.

•Periodically work with Account Managers to check-in with customers and report on service satisfaction, product performance, especially on reliability and up-time. Analyze customers’ needs and suggest upgrades or additional features to meet their requirements.

•Provide SSE team with customers’ feedback to help identify ways to improve processes, identify potential new system features, and or products. Review technical support activities and work to help ensure customer satisfaction and SSE quality goals are met. Constructively report issues and defects so SSE can improve services and products.

•Provide product on-boarding training to customers to better understand and operate products that were purchased from SSE and VCA. Be available and respond to customers and provide at least Tier 1 level support for products that they have purchased. Build a customer-related knowledgebase that will aid future support efforts and continue to provide an outstanding support experience.

•Work collaboratively with others at SSE to identify the necessary strategic long-term and short-term technical services and products to achieve the overall sales goals and help source the resources to execute the activity.

You’re a great fit if you have:

•Proven work experience in technical support, data center, field service operations or relevant field. Solid technical knowledge with hands-on experience in digital technologies. Possess the ability to communicate effectively with the SSE team (i.e. system technicians, product designers, project managers), and have the ability to translate this knowledge as needed to customers to maintain their confidence in our services and products.

•BSc degree in Computer Science or related field, or comparable technical work experience including computer network systems, cyber security, and analytics. Experience with electronic product development is a plus.

•Solid hands-on admin-level Windows and M365 experience. On-premises experience is a good start, but cloud-based network experience is needed. Knowledge on servers from Entra to Exchange to Teams to Win Defender.

•Passion for all things technical. Allow your inner geek to shine. Be open to installing video surveillance, provisioning VOIP telephony, and enjoying wavelength and IR transmission.

•Strong customer service focus with the ability to grasp customers’ needs and resolve support issues in a timely manner.

•Excellent logical problem-solving, strong interpersonal and communication skills, fluent in writing and speaking English.

•Enjoy working as required with proven organizational and time management skills and the ability to express a sense of urgency as needed.

•Must be adaptable and have a willingness to learn new skills in a fast-paced environment. Ability to travel domestically up to 15% of the time, sometimes within different time zones.

•Project a professional image and demonstrates business acumen; driven to succeed. Detail oriented, self-motivated with strong sense of personal ownership and a team attitude. Demonstrated ability to foster collaboration and coordination.

What is Offered:

•Full Time position (~40 hours/week); 8-hour workday; 8am to 4pm with time flexibility; working in-office and in the field. Work week is Monday – Friday.

•Compensation depending on experience – let us know what you consider acceptable.

•Medical Insurance (50% premium covered by SSE). More benefits in the future.

• An enjoyable company where people really like their job, the technology, the opportunities, and appreciate their co-workers. We minimize drama.