Director of Help Desk Support

At Micrologic Associates, we provide top notch Point of Sale (POS) products, services, and support to our clients in the car wash and quick lube industries. Offering a variety of equipment and software solutions, we aim to shape the future of car washing with cutting-edge products and services that recognize the changing needs of the industry. We thrive on turning ideas into solutions and always strive for excellence.​ Micrologic is seeking a qualified Director of Technical Support to add to our team of dedicated, trusted, and experienced personnel.

The Director of Technical Support leads the technical support department for external customers. This role is critical for driving exceptional customer support, resolving complex technical issues, and enhancing customer satisfaction and loyalty. The Director will oversee a team of technical support professionals, implement effective processes, and work cross-functionally with a variety of internal teams to improve product performance, resolve escalated issues, and provide insights to guide product innovation.

Key Responsibilities:

Strategic Leadership

• Develop and execute the strategic vision for technical support, aligning with company goals and customer satisfaction targets.
• Lead, mentor, and develop a high-performing technical support team, fostering a customer-centric culture.
• Establish metrics and KPIs to measure customer satisfaction, response times, and issue resolution effectiveness, continuously improving performance.

Customer Support Operations

• Oversee daily support operations, ensuring the team resolves customer issues efficiently, with a focus on quality and reliability.
• Design and implement best practices and processes for troubleshooting, ticket management, and escalation, ensuring consistency across all support channels (phone, email, chat).

Technical Expertise & Problem Solving

• Offer strategic guidance on managing and troubleshooting car wash equipment, software, and integrated systems, equipping the team to handle complex technical issues effectively.
• Support team members in developing advanced troubleshooting skills and methodologies, ensuring they are empowered to address a broad range of issues independently.
• Collaborate closely with Product and Engineering teams to ensure team readiness and effective resolution of escalated issues through best practices and structured troubleshooting frameworks.
• Act as the final escalation point for high-impact or high-complexity technical issues, ensuring timely and satisfactory resolution.

Training and Field Team Collaboration

• Partner with the Training team to develop and deliver effective training programs for the technical support team, ensuring they are equipped with the necessary knowledge and skills to troubleshoot car wash equipment, software, and integrated systems.
• Collaborate with the Field team to gain insights into real-world challenges and incorporate those into support and training processes, enhancing the team’s ability to resolve issues effectively.
• Coordinate with the Training team to regularly review and update training materials in alignment with new product releases, feature updates, and feedback from the Field team to improve team readiness and customer satisfaction.
• Facilitate ongoing knowledge-sharing sessions between the technical support, training, and field teams to continuously refine support processes and elevate service standards.

Cross-Functional Collaboration

• Collaborate with Product Development, Sales, and Engineering to develop a deep understanding of product features, upcoming releases, and possible technical challenges.
• Engage with Product and QA teams to ensure technical support needs and customer feedback are considered in product updates and innovations.
• Participate in product release planning, coordinating technical support team readiness through training and documentation.

Customer Communication & Relationship Management

• Engage directly with key clients as needed, building trust and ensuring their technical concerns are addressed effectively.
• Lead the creation of a robust feedback loop to capture customer insights, improve service quality, and identify opportunities for product enhancements.
• Ensure customers are regularly updated customers on issue resolution status, product updates, and any changes in support processes.

Data-Driven Improvements

• Analyze support data to identify trends, root causes of recurring issues, and areas for improvement in both product and process.
• Implement changes based on data insights to enhance overall customer experience, improve product performance, and reduce support inquiries.
• Prepare regular reports and insights for executive leadership on support metrics, customer feedback, and suggested product improvements

Team Scheduling & Resource Management

• Oversee and manage the technical support team’s schedules, ensuring appropriate coverage across shifts, including evenings, weekends, and holidays as needed.
• Develop and maintain an on-call rotation system to provide timely support for high-priority and escalated issues, balancing workload fairly across the team.
• Coordinate with the answering service to ensure efficient routing of customer inquiries and escalations, optimizing responsiveness and customer satisfaction.
• Administer timecards and manage PTO requests, ensuring accurate tracking and approval processes in alignment with company policies.
• Monitor staffing levels and adjust schedules proactively to accommodate peak periods, product launches, or special projects, ensuring that customer support standards are consistently met.

Availability

• Flexibility to respond to critical customer needs outside standard hours as necessary.

Skills and Knowledge:

• Bachelor’s degree in Computer Science, Engineering, Business Administration, or a related field or equivalent working experience.
• 10 years of experience in technical support or customer support, with at least 5 years in a management or director role.
• Proven experience leading cross-functional teams and driving improvements in support operations.
• Experience in industries involving both hardware and software components is preferable, but not required
• Strong technical knowledge in areas like software troubleshooting, hardware diagnostics, and network configurations.
• Exceptional leadership skills, with a demonstrated ability to inspire and motivate a team to achieve high-performance standards.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong written and verbal communication skills, with the ability to clearly articulate complex technical information to both technical and non-technical audiences.
• Proficiency in support management software and familiarity with CRM and product analytics tools.

*This position is not IT for internal employees.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Monday to Friday
• On call
• Weekends as needed

Application Question(s):

• What are your salary expectations? Please provide a range.
• In your current or most recent role, how many employees are you managing?

Education:

• Bachelor's (Required)

Experience:

• Management: 5 years (Required)

Ability to Commute:

• Parsippany-Troy Hills, NJ 07054 (Required)

Ability to Relocate:

• Parsippany-Troy Hills, NJ 07054: Relocate before starting work (Required)

Work Location: In person