Technical Support & Repair Manager

Description

Acara Solution is seeking a Technical Support & Repair Manager for it's client in Lebanon, New Hampshire . The primary responsibility of the Technical Support & Repair Manager will oversee the technical support and repair operations, leading a team of skilled technicians to resolve customer inquiries and issues promptly and efficiently. The salary will be 125-140K annually with medical, dental, 401K, ESOP and bonus. Hybrid and remote work possible for the right candidate. Main Responsibilities :

• Assist in the coordination of technical responses (help desk) to customers globally.
• Establish and implement strategy for in-region customer support and product repair.
• Ensure effective customer service procedures, policies, and standards are in place.
• Supports sales staff with technical aspects of applications, including written communications.
• Establish processes to collect, evaluate, and disseminate value added information which is used to improve the quality of products and services.
• Track team responses, support quality and customer satisfaction and take action in response to gaps.
• Oversee the development of a knowledge base that supports the cataloging and transfer of technical knowledge to the organization.
• Manage in-field activities in support of our customers. Includes defining scope of work, quoting, coordinating logistics and resources, and conducting post-action follow up and closure
• Supervise, coach, mentor, and motivate department employees.
• Foster a culture of excellence and continuous learning, attracting and nurturing top talent within the organization.
• Review all operations within the department continuously to ensure safe, effective, and efficient operations by all employees.
• Review the performance and evaluation of employees.
• Collaborate with HR and other department managers to resolve employee issues, complaints, hiring, evaluations, promotions, disciplinary actions, and terminations.
• Develop and report departmental performance metrics.
• Conduct team meetings and act as the conduit for company communications to all department employees.

Job Requirements

Required Skills / Qualifications :

Preferred Skills / Qualifications :

Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are Equal Employment Opportunity and Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, genetic information, sex, age, disability, veteran status, or any other legally protected basis. The Aleron companies welcome and encourage applications from diverse candidates, including people with disabilities. Accommodations are available upon request for applicants taking part in all aspects of the selection process.

Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.

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