What are the responsibilities and job description for the Senior Manager Technical Support position at AMCS Group?
Sustainability that means business
Who we are:
Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, USA, Canada and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.
What we do:
Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.
Our people
AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.
We have an exciting opportunity for an experienced North American Tech Support Manager. This role is in our Jacksonville, FL office and requires a hybrid reporting relationship with 2-3 days in the office at minimum each week.
Responsibilities:
• Responsible for delivery of unsurpassed Support and Services to our North American Customer base
• Owner of support across all necessary NA Software Production Solutions. Leading the Support teams in collaboration to drive the technical support strategy and tactics that will improve the customer experience.
• Responsible for maintaining the technology components of the Classic Software Stack and defining criteria of acceptance for Change Requests and Bugs to development backlog.
• Drive automation of issue analysis and proactive monitoring
• Take ownership of customers issues, following problems through to resolution
• Effectively manage, coach, and develop the NA Support Teams
• Ensure that cases are being managed at a high level of quality, that meets its associated Service Level Agreements
• Develop internal structures and innovations leading to improved efficiency and effectiveness across the support organization.
• Responsible for driving and delivering key support metrics, best practices, knowledge-based content, and methodologies.
• Be an influential member of a cross-functional senior management team.
Qualifications:
• Degree in Business or Computer Science related discipline
• 5 years of experience leading and managing a client-facing Technical Support Team, specializing in managing escalations, driving customer satisfaction, and fostering team growth.
• Ability to break down complex technical issues and drive the most optimal resolution with Support and Services Teams
• Strong commitment to ensuring customers’ business objectives are achieved.
• Ability to operate in a fast paced, multiple priority competing environment.
• Ability to prioritize customer needs and escalate issues where required.
• Ability to work independently as well as within a team environment.
• Excellent oral and written communication skills with both technical and non-technical audiences
• Possess interpersonal skills, successful at developing and managing relationships at all organizational levels, both internally and externally.
• Ability to communicate complex issues and to adapt messages with all audiences.
• Ability to work in a team-based, matrixed, collaborative environment.
• Although not responsible for troubleshooting individual issues, the successful candidate must have the background to direct others in how to resolve technical issues.
Contributing Skills
• Communication and Interpersonal Skills
• Strategic thinking with ability to direct tactically in alignment with strategy
• Emotional Intelligence and Strategic delegation to expand capacity and develop direct reports
• Business Acumen
• Knowledge of the Waste, Recycling, or Metals industries
• Problem Solving Skills
• Windows, SQL, IIS environmental support experience
• Strong adaptability
• Continuous ability to learn new skills
• Relationship building
