Customer Support and IT Manager

Benefits:

• 401(k)
• 401(k) matching
• Competitive salary
• Free uniforms
• Health insurance
• Paid time off
• Vision insurance
• Wellness resources

Ready to join a team where employees report that one of their favorite things about working here (in addition to the incredible benefits and chance to build something together from the ground up) is the people who work here? Region 6 Systems Integration is a recipient of the Top 100 Workplaces in Washington award. We are hard working, positive, fun, highly collaborative, fast moving, and our goal is to provide the best service in the industry. We are seeking a Customer Support and IT Manager to serve internal and external clients.

The Customer Support & IT Manager oversees the delivery of support and service to clients and is responsible for meeting the internal IT needs of the company and its employees. They ensure smooth operations, responsiveness to client needs, proactive maintenance, and optimal performance of IT infrastructure while maintaining high customer satisfaction and identifying opportunities for improvement. Customer Support & IT Manager reports to the Director of Support.

The Customer Support and IT Manager also oversees and engages in the work of the Support desk staff and service technicians including:

• oversee the daily business functions of the Support team
• send and receive client calls, texts, and emails
• Resolve and troubleshoot technical problems to resolution
• oversee scheduling service appointments of the Support team
• onboard clients following installs to include creating accounts, tracking return trips, coordination of user training and deliverables such as fobs, as well as maintaining the long term relationship with the client
• track RMAs, warranty information
• invoicing

track and report service labor

• maintain and improve CRM maintenance & ticketing system efficiency
• Identify and communicate suggested installation improvements within the company from service call data, suggest and implement efficiency improvements and workflows
• Process box sales orders and transactions as needed
• Deliver information and answer client questions about any company offerings and provide proactive customer outreach such as post-service follow up calls to exceed client expectations.
• Coordinate with other departments and locations within the company as needed

Client Relationship Management:

• Build and maintain strong relationships with clients, understanding and addressing their needs. Ensuring service delivery aligns with their expectations.

• Proactively communicate with clients regarding service updates and potential issues.

• Be able to answer questions about suite of products sold by the company and recommend appropriate solutions to clients’ needs

Internal IT Oversight:

• Monitor and manage the performance of hardware, software, security, systems administration, and data backup.

• Proactively identify and address potential risks.

• Analyze performance metrics and company needs to identify areas for improvement and implement necessary changes.

Team Leadership:

• Lead and manage a team of technical specialists responsible for coordinating and delivering service and support.

• Assign tasks, delegate responsibilities, and provide ongoing coaching and professional development and training opportunities for team members.

• Foster a positive culture of collaboration and accountability within the team.

Technical Expertise:

• Possess in-depth knowledge of IT infrastructure technologies including networking, servers, security, and cloud computing.

• Stay updated on systems integration and low voltage trends and emerging technologies to identify potential solutions for clients.

• Analyze technical issues, troubleshoot problems, and implement solutions effectively.

Required Qualifications:

• 3-5 proven success leading managed services teams or physical security systems support teams
• 2 years administrative experience, preferably in construction or trades
• Washington State Driver’s License and proven good driving record
• Reliable transportation required
• Extensive CRM and ticketing system knowledge required; knowledge of Chameleon a plus
• MS 365, Apple, and Cisco Meraki certifications a plus

Knowledge, Skills, Abilities and Working Conditions:

• Ability to work in an in-person office setting and remotely, hybrid with minimum 3 days in-office or on job sites in the greater Seattle area
• Proficient in use of smartphones and mobile devices, as well as apps for accessing, analyzing, and sending information, orders, and reports
• Detail-orientated with strong analytical and problem-solving skills
• Enjoy working in a fast-paced, highly communicative environment
• Strong technical knowledge of integrated systems including cloud-based technology, access control, surveillance cameras, networking, and programming
• Excellent customer service and relationship management skills
• Strong leadership and team management abilities, maintain high level of professionalism
• Strong analytical skills to identify trends and interpret data
• Excellent communication and presentation skills to interact with both technical and non-technical stakeholders

Compensation and Benefits

• Annual Salary Range: $95,000-$110,000
• Includes company-issued smart phone & service plan
• $250 bi-weekly vehicle allowance
• 401K plan with up to 5% employer matching
• Employer paid medical, dental, and vision insurance
• $270,000 total life insurance
• Long term disability insurance