Technical Support Manager jobs in Lancaster, PA

Looking for an opportunity with a company whose Core Values include Teamwork, Customer Care and Employee Ownership? Cargas is that company. Being recognized for 18 years on the PA Best Places to Work confirms that we do what we say.

From our employee-owned culture to our flip-flop-friendly dress code, Cargas does things a little differently. You get to be in the thick of the action. We practice Open Book Management, so you know the sales, profits, challenges, and opportunities. We collaborate at all levels, so your ideas are heard. We have a flexible work environment, so we trust you to make good decisions on when you need to put in extra effort to take care of customers and when you can take time for personal matters. We share success widely through our Profit Sharing, Bonus Plan, and Employee Ownership. We work hard and have fun!

We are seeking a Manager to lead our Technical Support Engineering team, working with our proprietary Cargas Energy software. If you have a background in software support engineering and a proven ability to lead successful teams, this role could be an excellent fit for you! In this position, you will lead and mentor a talented team of Technical Support Engineers to deliver excellence in customer support and technical problem-solving.

Key Job Responsibilities:

Below are the essential functions and duties assigned to this position that cannot be delegated and/or require special expertise. Other duties may be assigned.

• Build & retain an elite team of Technical Support Engineers through compelling vision setting, customized growth paths to reach full technical potential, and inspiring trust to elevate standards.
• Provide tactical technical guidance navigating highly complex software environment, architectural, dependency, and integration challenges faced within customer issues requiring rapid response.
• Lead technical stream of customer-facing support triage processes; evaluate debugging details to pinpoint internal software deficiencies and identify action plans.
• Ensure continuous knowledge transfer cross-functionally, providing transparent issue analysis to inform Product Management, software R&D enhancements and process improvements elsewhere in organization.
• Interface adeptly across technical and nontechnical internal senior leaders and customer executives to convey software gaps uncovered through support trends - along with technical solution vision.
• Use customer experiences and professional insight into emerging devices and technologies to make recommendations for product improvements to Product Development team
• Effectively build relationships amongst team and peer groups to drive meaningful, collaborative, and productive conversations either face to face, or virtually
• Manage, communicate, and engage team daily around prioritization. Stay apprised of the teams’ workload and skillsets and assigns tasks as needed with a goal of delivering ticket responses efficiently, accurately and on time
• Troubleshoot, configure, monitor performance, and make recommendations for SQL server
• Monitor progress and status of support issues to maintain acceptable levels of response and resolution times within the team; Communicate any risk level issues with direct leadership
• Collaborate, execute, and implement process improvement measures and participates in strategic planning initiatives; Identify and track common product or service issues and their causes
• Design and provide support appropriate training, as needed, to customers on new features and functionality; Onboarding new team members as needed
• Meet with customers on complicated inquires easier solved via phone, and/or by request of customer or Cargas Energy leadership, as needed
• Ensure accurate support engineers’ coverage is available; adjust staffing as needed
• Practice and promote KCS methodology (Knowledge-Centered Service) amongst team and with every customer interaction with a goal to improve individual KCS engagement rates
• Meet overall team performance goals; Provide mentoring and coaching to team members; Involved in performance discussions
• Make recommendations for corrective action and product improvements to the Consulting and Product Development teams

Education/Experience:

• 5 years software support engineer experience
• Experience directly managing support engineers a plus
• Mastery of programming languages vital to company stack, including SQL and web technologies.
• Track record successfully debugging complex system issues under pressure
• Ability to break down technical concepts for general audience while liaising cross-functionally
• Passion for mentoring high-potential talent balanced with execution focus

Professional / Technical Knowledge Requirements:

• Proficiency in Microsoft Office Suite software
• Ability to learn Cargas Energy software
• Advanced skills in database, software and web application design and programming
• Knowledge of hardware (servers, tablets and related)
• Strong skills in customer service, communication, mentoring and teaching
• Attention to detail, organizational skills and ability to prioritize own and others’ work
• Read, write, understand and speak English fluently

Cargas Systems is an Equal Opportunity Employer and is committed to workplace diversity.