Technical Support Manager jobs in Milwaukee, WI

Title – Manager Technical Support

Work Location – Brookfield, WI

Reporting to - VP Service & Support

The Company:

Since 1987, RF Technologies is the industry leader in the design and manufacturing of life-safety solutions to safeguard our children, empower our elders, and protect our communities, together. We strive to listen, learn, and deliver the best solution for each customer by leveraging our history of innovation and team of in-house experts. RFT is in a season of growth and looking for candidates who exemplify RFT’s pillars:

• Always Put Our Customers First

• Act with Urgency

• Work to Build Trust

• Strive for Valued Differentiation

Role: Manager, Technical Support

We are seeking a Manager, Technical Support who can provide direction, coordination, quality, and output of technical support for our customer service operations. This position ensures that our employees provide world-class solutions-oriented technical support with a strong focus on customer service that is designed to maximum customer satisfaction while reaching our target goals. This leader drives process improvements while motivating others to accurately analyze, troubleshoot, diagnose, and resolve software or system-related issues. This position will provide leadership and management guidance to evolve our operations while supporting new and existing products and services for a wide range of customers.

Duties and Responsibilities:

• Oversees technical support agents as well as Field Service Technicians

• Monitors and drives customer ownership team member’s performance

• Fosters an environment that coaches and develops employees

• Implements tactics in order to achieve long-term goals

• Builds strategy around and participates in hiring new team members

• Monitor operational activity (volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, product content changes, etc.)

• Deploys and maintains ticketing tool for customers to capture issues and self-help when applicable

• Responsible for achieving revenue targets associated with Field Service work

• Addresses any customer satisfaction issues

• Acts as executive escalation point with accountability to other departments like sales and engineering

• Continues to improve departmental processes based on gained experiences

• Coaches and develops managers

• Performs any HR-related administrative tasks

• Leads weekly staff meetings, conducts regular employee one-on-one sessions, and annual reviews

• Addresses any performance management issues with employees

• Works with direct reports to understand and prioritize product issues

• Implement best practices and stay current on emerging trends in the technical support function

• Develops and drives processes to improve customer satisfaction, service, process, and innovation

• All other duties as assigned

Qualifications:

• 5 years’ prior experience in a technical support role

• 2 year’s prior director-level experience preferred

• Proficient in Microsoft Office suite

• Previous CRM experience required

• Ability to thrive in a data-driven environment

• Superior attention to detail and time management skills

• Superior change management skills

• Superior oral and written communication skills

• Superior customer service and conflict resolution skills

• Superior troubleshooting and analytical skills

• Superior ability to lead and coach employees

• Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes

• Bachelor’s degree or equivalent work experience

• A passion for customers and a dedication to providing a best-in-class service experience

• Experience recruiting, coaching, and developing team members

• Background and expertise in building out new service capabilities to accommodate growth, scale, and global reach

Benefits:

• Comprehensive insurance (medical, dental, vision)

• 401(k) plan with company match

• Paid sick days and holidays, plus permissive time off

• Flexible work schedule

• Educational Assistance

RF Technologies, Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.