What are the responsibilities and job description for the TAC Engineering Lead position at Clever Devices Ltd.?
As THE leader in transit technology, Clever Devices' vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world.
TAC is a 24/7 department that services our customers 365 days a year. In doing so, we are currently looking to fill positions in our 2nd and 3rd shifts (Eastern time) across Mon-Sun.
The anticipated shift for this position is 8:30AM-5PM with one shift being on Sunday.
Job Summary:
The Lead TAC Engineer (LTE) manages and oversees the daily support operations of a team of TAC Engineers/TAC System Support Engineers. The primary function of the position is to oversee the lifecycle and ultimate resolution of technical issues reported by customers. The Lead TAC Engineer requires technical proficiency, strong leadership capabilities and acts as the point of contact for Clever Devices customers seeking support. The Lead TAC Engineer shall demonstrate exceptional skills in managing people, customer service, technical investigation and problem solving, as well as communication to effectively maintain a cooperative working relationship with fellow managers, employees, and customers.
Primary Responsibilities:
- Acts as technical advisor and manager for support team, providing direction and guidance for timely resolution of customer issues.
- Acts as point of contact for TAC.
- Serves as senior level technical resource for system troubleshooting, issue identification, and resolution coordination.
- Develop and implement strategic plan to allow for improvement and growth of customer support.
- Seeks to improve the customer experience through technology improvement, efficiencies, and process.
- Monitor systems to detect deficiencies and recommends changes and solutions.
- Work closely with cross functional teams and provides key stakeholders with analysis of data and reported issues.
- Manages productivity scorecard and metric goals for support team.
- Develops and maintains quality documentation for helpdesk operation.
- Escalates issues to senior management as required.
- Provides remote technical assistance with regards to software and hardware issues, installation, troubleshooting, and configuration.
- Proactively works with clients to ensure system uptime and optimal use of system functionality.
- Ensures efficient and timely means of providing problem diagnosis, troubleshooting, and solution for customer.
- Provides clear answers, explanations, and resolutions to customers.
- Manages staff selection, growth and retention.
- Develops technical documentation, FAQs, and maintains a knowledge database.
Skills Required:
- 10 years’ experience in a technical support or engineering environment which involves hardware, software, data, and communications technologies.
- 5 years in a Call Center/Help Desk environment or Technical Support Management role.
- Minimum of Bachelors level degree in Computer Science, Engineering, or equivalent.
- Senior level supervisory experience in a technical call center/help desk environment.
- Proven track record of creating comprehensive solutions and establishing priorities that provide the best-balanced solution.
- Expert level experience with call tracking software.
- Strong communication skills including oral, written, and customer approach.
- Strong knowledge in networking, databases and software application troubleshooting.
- Must be willing to travel for necessary trainings, on-site team meetings or customer visits (< 20% required).
Clever Devices is an Affirmative Action/Equal Opportunity Employer
In addition, Clever Devices Ltd. offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and time off, and many others, depending on the level and position offered. Many of these benefits are subsidized or fully paid for by the company.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice based on business need.
