Technical Support Manager

Keystone Technologies•Lansdale, PA

8d•Hybrid

About The Position

The Technical Support Manager plays an integral role in serving our customers to fulfill our Light Made Easy promise. This position oversees the Technical Support team to regulate the workload for customer, rep, and sales team inquiries involving support for specifications, wiring, troubleshooting, and handling field issues. Keystone Technologies is a third-generation, family-owned business headquartered in the Greater Philadelphia area. A national leader in the commercial and industrial lighting industry, Keystone reaches customers across the U.S. with its mission of "Light Made Easy." We move fast, think big, and challenge the status quo to deliver on our promise of Light Made Easy. Our team thrives on new ideas, supports one another, aims high, works hard, and laughs often. And we always put people first � whether that�s our customers, partners, or each other. If you�re passionate about growing, collaborating, and making a difference, you�ll feel right at home here.

Requirements

Bachelor’s degree in engineering, business, or related field preferred; equivalent work experience will also be considered
3+ years of experience managing and developing technical teams required, preferably in lighting
Adequate tenure in customer relations, technical support, and/or call center management roles
Demonstrated ability to thoughtfully manage and develop technical teams
Ability to build rapport and maintain positive working relationships
Exceptional client/customer engagement skills
Advanced organizational skills and keen attention to detail
Strong computer literacy and proficiency in Microsoft Office applications
Effective listening and problem-solving skills
Excellent project management skills
Understanding of technical products (electrical and lighting related product knowledge preferred)
Uphold and implement Keystone’s Core Values, consistently aligning actions and decisions that reflect the core principles

Responsibilities

Manage Technical Support team to provide adequate phone and email support coverage, such that all requests are resolved or escalated in a timely and effective manner
Ensure training of new hires and existing team members regarding Technical Support processes and product knowledge
Collaborate with cross-functional teams as needed to ensure solutions are thoughtful, well-rounded, efficient, and aligned with business and customer needs
Develop and maintain reporting metrics/dashboards
Facilitate negotiations for field labor and material claims
Grow the team by shaping the right structure, setting up and upholding practical standard operating procedures, cultivating a positive culture, and creating an environment where people can do their best work
Receive inbound technical-related phone calls and emails and walk customers through the necessary steps to find a resolution