Customer Support Engineer Manager

Tait North America•Houston, TX

3d•Onsite

About The Position

The Customer Support Engineer Manager's primary objective is to rapidly resolve technology issues that are reported. The position requires a hands-on technical leader who is responsible for delivering a world class support experience for customers and in-house stakeholders. The manager is expected get into the weeds with complex technical issues while thinking about the big picture. Additionally, this manager has strong leadership and communication skills which lead to their team to exceeding performance expectations . This is an on-site/in office role located in Houston, TX.

Requirements

Bachelors in a related technical field or equivalent work experience
At least 5 years' experience in senior technical lead or managerial role
A highly developed practical knowledge of radio systems, including RF system design and installation.
Software skills or aptitude in this field including an understanding of Linux based operating systems
Strong understanding of systems interoperability and heterogeny.
Strong organisational and leadership ability.
Project Planning and project management skills
Highly developed customer service and diplomacy skills
Aptitude to deal confidently/persuasively with customers.
Flexibility and willingness to tackle any task
Ability to travel when needed

Nice To Haves

Prefer at least 3 year's experience with Land Mobile Radio equipment, trunking systems and simulcast systems
Experience with Helix or Jira a plus

Responsibilities

Manage Customer Support Operations
Deliver frontline technical support for customers, dealers and partners.
Foster positive end-user relationships and drive customer satisfaction.
Promote continuous improvement of Tier 1 and Tier 2 support, desktop administration, and telecom delivery for all stakeholders.
Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s).
Adhere to and improve Tait standards.
Analyze the business requirements to improve customer experience.
Successful delivery of services and projects supporting the business both on time and within budget through proactive team management and leadership.
Escalation and resolution of software issues to the information systems/development team.
Escalation and resolution of third-party software/systems issues by the support team.
Define team goals and lead staff to achieving desired results, and while being accountable for team performance.
Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting.
Develop and maintain Technical Support/knowledge base.
Participate in trade shows and other events.
Help with troubleshooting items with staff and other departments as needed.
Manage and work with cross-team projects.
Effectively lead team efforts and integrate the skills and strengths of individuals within team for project and organizational success.
Establishes and manages a team with all the relevant disciplines and operational staff, including team building and counterpart identification with various departments and partners.
Develops a detailed implementation plan in line with the agreed scope and resources.
Oversees development of a monitoring and evaluation plan for the successive phases of the project to capture project performance and results.
Other duties as assigned.
Accomplish department/division objectives by supervising employees and monitoring their progress and performance.
Maintain departmental staffing by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.
Develop employees within their roles via coaching, counseling, and disciplining employees.
Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges.
Maintain safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.
Supports the Director, Information Security & Support by advising on program management, organizational development, pre-service education, in-service training, capacity building, and collaboration among Government, partners, and stakeholders.
Establishes and manages a team with all the relevant disciplines and operational staff, including team building and counterpart identification with various departments and partners.
Develops a detailed implementation plan in line with the agreed scope and resources.
Oversees development of a monitoring and evaluation plan for the successive phases of the project to capture project performance and results.