Manager Technical Support - On-site

Johnson Outdoors • Mankato, MN

1d • $90,000 - $130,000 • Onsite

About The Position

Manager Technical Support - On-site Manages and leads a multi-faceted service organization for complete customer/consumer satisfaction and unwavering brand loyalty. Provides leadership and direction for the consumer/technical service call center and technical service repair area. Responsible for defining, achieving, measuring and maintaining all department performance goals. KEY RESPONSIBILITIES Plans, organizes and manages all activities for the service team, including organization, staffing, technology, training and reporting. Improves service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results as well as implementing change. Oversees all aspects of service inventory (pricing, availability, duration, kits, etc.). Manages full integration of system (ERP, phone/call management, email, website) capabilities for improved efficiency, service quality and broader business initiatives. Investigates and analyzes software related industry/product specific standards and specifications. Monitors and leads call center performance through various statistical and reporting methodologies, and provides coaching to improve quality. Monitors trends based on calls, issues, and queries and through these tools make recommendations on how to improve the quality of service as well as reducing repeat contacts. Partners with internal teams such as technical, marketing, sales, quality and marketing to resolve issues, capitalize on opportunities, develop/execute field service strategies and deliver special projects. Proactively leads the dissemination of product and/or consumer/customer information to appropriate departments to assure overall business goals are achieved. Records, analyzes, documents and presents departmental performance to management team. Promotes a safe, clean and orderly workplace and ensures compliance to all State and Federal safety legislation. Performs other duties as assigned. SUPERVISORY/MANAGEMENT RESPONSIBILITIES Manages, controls and recommends operating, capital and expense budgets within approved guidelines. Develops and revises departmental policies, procedures and guidelines to meet business needs. In partnership with human resources, performs human resources responsibilities for staff which includes but is not limited to the following: hiring and terminating employees, promotions/pay adjustments, staff development, performance evaluations, resolution of employee concerns and disciplinary counseling.

Requirements

• Education: Bachelor’s degree in business administration or equivalent.
• Experience: Typically requires a minimum of 5 years of experience in managing customer service and technical service and repair functions within a manufacturing environment.
• Demonstrated leadership skills and abilities to influence others, lead work teams and provide guidance to other staff.
• Strong interpersonal, verbal and written communication skills to effectively communicate with all levels throughout the organization and external vendors, strong customer service orientation, excellent problem solving skills and the ability to drive for results.
• Ability to handle escalated issues to diffuse concerns.
• Ability to deal effectively in a high stress environment.
• Proven ability to organize and manage multiple projects demonstrating a sense of urgency.
• Advanced skills and proficiency in using the Microsoft Office Suite (Word, Excel, Access, PowerPoint and Outlook).
• Ability to use complex software applications to analyze and solve business problems.
• Excellent math and statistical analysis skills with the ability to interpret those factors and how they affect metrics and KPIs.
• Ability to travel occasionally.

Responsibilities

• Plans, organizes and manages all activities for the service team, including organization, staffing, technology, training and reporting.
• Improves service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results as well as implementing change.
• Oversees all aspects of service inventory (pricing, availability, duration, kits, etc.).
• Manages full integration of system (ERP, phone/call management, email, website) capabilities for improved efficiency, service quality and broader business initiatives.
• Investigates and analyzes software related industry/product specific standards and specifications.
• Monitors and leads call center performance through various statistical and reporting methodologies, and provides coaching to improve quality.
• Monitors trends based on calls, issues, and queries and through these tools make recommendations on how to improve the quality of service as well as reducing repeat contacts.
• Partners with internal teams such as technical, marketing, sales, quality and marketing to resolve issues, capitalize on opportunities, develop/execute field service strategies and deliver special projects.
• Proactively leads the dissemination of product and/or consumer/customer information to appropriate departments to assure overall business goals are achieved.
• Records, analyzes, documents and presents departmental performance to management team.
• Promotes a safe, clean and orderly workplace and ensures compliance to all State and Federal safety legislation.
• Performs other duties as assigned.
• Manages, controls and recommends operating, capital and expense budgets within approved guidelines.
• Develops and revises departmental policies, procedures and guidelines to meet business needs.
• In partnership with human resources, performs human resources responsibilities for staff which includes but is not limited to the following: hiring and terminating employees, promotions/pay adjustments, staff development, performance evaluations, resolution of employee concerns and disciplinary counseling.

Benefits

• Share in the company’s success - Competitive base salary, with additional earning potential through participation in the annual discretionary cash profit sharing program, and eligibility for annual pay increases.
• Find your work/life balance with generous paid time off and holiday benefits, health insurance and wellness plans.
• Further your career with training opportunities including our tuition assistance program.
• Plan for your future with our 401k with company match and deferred retirement contributions, Sons & Daughters Scholarship program, life and LTD insurance, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees