What are the responsibilities and job description for the Manager, Technical Support position at Apex Order Pickup Solutions?
Apex Order Pickup Solutions is looking for a Technical Support Manager to join our team at our global headquarters in Mason, Ohio .
As our Technical Support Manager, you will lead a team of Technical Support Analysts (TSAs). Provide direct hardware and software troubleshooting and support to our worldwide customer base. The Technical Support Manager will further develop the standards, processes, and KPIs and lead the team in a positive and enthusiastic way to achieve customer success and to ensure world class service to our diverse customer base.
Apex Supply Chain Technologies is defining the future of how companies manage their supply chains by providing tailored, scalable, hardware and software solutions, which allow customers to right-size and control materials, supplies, equipment and critical parts, based on true demand. We are a rapidly growing technology innovator, providing transformative Supply Chain Technology solutions to a rapidly expanding client base of over 10,000 corporate users worldwide. Over the past five years, more than 300 of the Fortune 1000 and Forbes Global 1000 companies have implemented Apex solutions.
What you'll be doing :
- Create and maintain a customer centric environment within the Technical Support team.
- Develop training plans for all TSAs.
- Lead the Technical Support team as a trainer, mentor, and coach with a hands-on approach. Guide and develop team members according to the Apex career path for TSAs.
- Set and manage expectations for all TSAs.
- Perform and analyze TSA case documentation including validating root cause analysis
- Provide remote support when needed.
- Responsible for designing and implementing improved process or operational policies.
- Creating and maintaining KPIs to meet performance goals.
- Drive change and process management for the team.
- Manage training material and references for the Technical Support team.
- Create and maintain a knowledgebase.
- Ensure escalated incidents are resolved within the contractual SLAs, while scheduling interventions with appropriate teams to help establish incident severity and priority
- Work with all teams to ensure successful support of new product launches
- Responsible for optimizing use of Salesforce for activities.
- Serve as a key stakeholder in Code Orange situations
- Develop and maintain relationships across multiple functional teams to ensure the highest level of customer service and team collaboration
What You Bring :
We offer a very competitive base salary and a full benefits package including health insurance, life, dental and a 401(k) plan with a company match.
Hybrid schedule, with the flexibility to work from home 2 days a week.
Apex Supply Chain Technologies is an Equal Opportunity Employer
