Technical Support Manager jobs in Rochester, NY

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About Carrier
Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About LenelS2:
LenelS2 is a global leader in advanced physical security solutions, including access control, video surveillance and mobile credentialing. Our technology includes web-based and mobile applications enhanced by cloud-based services. Incorporating open architecture, LenelS2 provides scalable, unified security management solutions to customers ranging from global enterprises to small- and mid-size businesses. Easy to install and use, LenelS2 products are supported by an experienced, responsive team dedicated to providing exceptional service. LenelS2 serves segments worldwide including corporate, education, healthcare and government. LenelS2 is a part of Carrier, a leading global provider of innovative HVAC, refrigeration, fire, security and building automation technologies.
 

About This Role:
LenelS2 is seeking a talented Manager to lead one of our Access Control Technical Support Teams, which is responsible for troubleshooting and driving resolution to a variety of queries (both technical and non-technical) from our integrators, end-users, and internal employees. The technical support group is national, with engineers located across the US and spanning multiple time zones and coordinated with other support teams across the globe.

Key Responsibilities:

• As the primary management escalation resource, this position will manage customers and internal feedback regarding their respective teams. 
• Provides technical support for integrators and end users by means of technicians and support specialists who diagnose, troubleshoot, and repair complex access control/video/global hardware, sophisticated computer systems, software systems and applications, integrated 3rd party products, as well as networking and wireless networking systems. 
• Coordinate with leadership and engineering on situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. Manage escalations, Key Account customer incidents, join customer facing calls when required to assist in managing resolutions
• Working on issues where the analysis of situations or data requires an understanding of the goals and objectives of the organization. Determine goals and objectives for respective team in alignment with the National and Global Technical Support teams. Conduct monthly 1:1 with direct reports, manage Performance Connections, goal setting and career pathing opportunities.
• Ensure that all Support processes are documented and kept current to achieve our customer satisfaction, operational and compliance objectives
• Guarantee that the team documents, tracks and manages all support requests, communications, and actions in the Salesforce ticketing system. Ensure professional and detailed internal and external communications.
• Ensure that the support team follows established processes (e.g. case management, problem resolution, escalation) and best practices to ensure prompt resolution of all customer requests, SOP (Standard Operating Procedures) compliance, and positive customer experiences
• Implement Knowledge Owl Support practices – team uses the Knowledge Owl knowledge base (KB) for research during problem resolution and regularly contributes content to facilitate the growth, accuracy, and consistency of knowledge base articles. Assist in policy creation, maintenance, and expectations of articles for KB that is both internal and external facing.
• Provide regular management updates and reports on team performance.
• Recruit, manage and ensure the ongoing professional development of the Support team members. Successfully lead staff to achieve quarterly metrics using established OKR's and Performance Goals. 
• Effectively engage and motivate the Support team to achieve the departmental objectives. 
• Developing strong relationships with other leaders in the LenelS2 technical support department, other interfacing departments, and the organization as a whole. 
• Provide leadership in resolving issues related to inter-departmental workflow and processes.
• Develops, trains, and evaluates personnel to ensure the efficient operation of the function. Evaluate skill level and performance of all group members, and coach/train as needed. Have developmental conversations to understand career goals, create development plans.
• Establish and assure adherence to remote employee budgets, staff schedules, training schedules, work plans, and performance requirements.
• Assist in other duties and projects as assigned, to achieve the objectives of the department and the company.
• Adhere to the Company's quality and regulatory compliance requirements, without exception, and ensure that all job duties inherent in the position description are performed in accordance with established policies and procedures.

Required Qualifications:

• High school diploma or GED.
• 8 years of technical support or customer support experience.
• 2 years of leadership experience.

Preferred Qualifications (assets):

• To perform this job successfully, an individual must be able to perform each essential duty adequately. The requirements listed below are representative of the basic knowledge, skills, and/or abilities preferred:
• Extensive technical troubleshooting and root cause analysis experience in a technology organization.
• Proven record of excellence in using support center best practices to manage a high volume, mission critical technical support center
• Extensive experience and expert knowledge of customer support work processes and best practices needed to deliver great customer experiences.
• Advanced knowledge/experience with leading technical support environments.
• Advocate for operational excellence and passionate about customer service and customer empathy.
• Excellent communication (verbal and written) and presentation skills.
• Leadership, teamwork, influencing, mentoring, coaching and interpersonal skills, along with analytical, problem-solving, organizational and time management skills.
• Ability to interact effectively within the team, with senior management and across all levels of the organization.
• Self-motivated, results-driven, detail-oriented, deadline-driven, and action-oriented
• Proven ability to effectively multi-task and manage multiple priorities with tight time constraints.
• Proven ability to work under pressure, adapt and thrive in a fast-paced environment.
• Experience in supervising successful remote support teams.
• Strong knowledge of support tools such as salesforce, knowledge base management as well as access control products and global architecture of server/software.
• Proficiency in Microsoft Office products including Outlook, Word, Excel, and PowerPoint.

Additional information:

• Sponsorship is not supported for this position.

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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