Technical Support Team Lead

Overview

Our Technical Support Lead oversees a team that provides technical customer support for Panasonic’s products and solutions. Acts as first level escalation point complex or customer critical issues or inquiries. Possesses broad knowledge of Panasonic’s products and solutions and has extensive experience handling customer inquiries. Mentors the team on troubleshooting, solution development, and customer communication best practices.

Responsibilities

Essential Job Functions:

• Lead the technical support team that is supporting multiple and complex projects, providing line management, mentoring and oversight
• Ensure all tickets/escalations are followed up with in a timely and efficient manner
• Support the technical support team as an emergency technical escalation point including for late shift, weekend shift and holiday shift.
• Work to document processes by creating SOP’s and maintaining them for training and ISO purposes
• Set and monitor targets for support staff driven down from management, focusing on improving and developing performance and knowledge to ensure that SLAs are met
• Provide internal training, alongside the Product Engineers, and introduce and maintain effective and efficient processes for Incident, Problem, Change and Service Improvement
• Manage the post validation of releases and changes to the production environment
• Ensure that ticket queues are managed effectively & provide technical integration support to clients
• Manage team metrics and retention goals
• Other duties as assigned
  
  

Job Requirements

• Previous call center experience required
• Must have excellent leadership skills
• Ability to motivate and devise effective techniques to improve team performance
• Ability to tutor and mentor team members
• Ability to handle multiple tasks simultaneously without errors or mistakes
• Advanced understanding of electronics required
• Ability to read and understand technical documents and manuals
• Ability to perform multiple tasks simultaneously
• Ability to work independently with limited guidance
• Excellent oral and written skills; ability to respond positively to customer emotions, stress and negative circumstances; ability to overcome objections using skillful persuasion
• Intermediate skills with Microsoft Office Suite including Excel and PowerPoint
  
  

Pay range $21.00-$24.00

Panasonic is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Corporation of North America.

Salary Range

21.00-24.00 REQ-151154