Technical Support Manager manages technical service-related operations for an organization. Oversees the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications. Being a Technical Support Manager ensures that physical inventory levels are monitored and replenished as needed. Responsible for designing and implementing improved process or operational policies. Additionally, Technical Support Manager recommends changes to products or services to fulfill customer needs. Requires a bachelor's degree. Typically reports to a top management. The Technical Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Technical Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
At Luxer One, we’re committed to making life simpler by automating package acceptance and providing solutions for the asynchronous exchange of items. Whether solving the problem at multifamily apartments, placing lockers in Libraries for convenient pickup, or solving package management challenges for corporate offices, we dedicate ourselves to finding the best solutions for our customers. This is not a sales position.
Do you like working with your hands and using your thinking skills? The Luxer One Customer Success department is seeking a highly motivated, tech savvy, enthusiastic, self-driven, customer-centric Field Technical Support Manager to join our rapidly growing team! Our Field Technical SupportManagers ensure that our customers have a solution that works flawlessly, stays up to date, and meets their needs.
Roles and Responsibilities:
Perform maintenance, repair, and troubleshooting on Luxer One systems. You will keep the systems working 99.9% of the time in your market.
Perform system upgrades in your market, and ensure that the systems you support are up to date and in excellent working condition.
Provide in-person customer service to property managers and their staff.
Collaborate with internal teams to address escalated customer service inquiries for your assigned market.
Build relationships with your assigned clients to drive the adoption of new features and services offered in your market.
Provide valuable customer feedback to Sales and the Product Development teams to ensure we provide customers with a product that meets their needs.
Work with our Product Development team to test out new solutions in the field.
Skills
Exceptional people skills & communication skills.
You have a proven ability to troubleshoot and repair both hardware and electronic components.
Experience performing maintenance and troubleshooting for internet-connected devices.
You can collect actionable feedback about customer usage and communicate it back to other team members.
You know how to train others to use a product or service successfully.
You have advanced computer skills and previous experience with Zoho or a similar CRM.
Proficient with Mac or Apple products.
Experience
1-3 years of performing field repair work or remotely troubleshooting hardware.
1-3 years of experience in a support or service environment.
Successfully worked in a remote role where you determined your schedule.
Excellent written and verbal communications skills, including a confident phone presence and effective email communication.
A Bachelor’s or other technical degree is preferred