What are the responsibilities and job description for the Technical Support Manager position at Sawstop?
Are you passionate about leading teams and delivering exceptional service? Do you excel in a fast-paced, dynamic environment where every day presents new challenges? If so, we have an exciting opportunity for you! We are seeking a dedicated and skilled Technical Support Manager to join our team. In this role, you will oversee our technical service operations, ensuring that our customers receive top-notch support and that their issues are resolved efficiently. Your leadership, communication skills, and technical expertise will be crucial in maintaining high customer satisfaction and driving our service team to success. Consider joining a fast-growing, stable company with innovative products and a supportive corporate culture.
POSITION FUNCTION
The Technical Support Manager will be responsible for leading and coordinating the Technical Support Team to handle and prioritize incoming support requests, guide customers through issue resolution, and maintain detailed records of interactions. The Manager will also need to be capable of performing all duties of a Technical Support Specialist I, II, and III as needed for backup. Additionally, the role will involve organizing and managing special projects with team members, focusing on maintaining SawStop Technical Support as best in class.
RESPONSIBILITIES
- Manage projects being handled by Team members as well as personal projects
- Set, motivate, and track goals for all members of the team.
- Tech Metrics as well as Case and Warranty reporting and analysis will be needed.
- Ongoing Team member support, guidance and Management, to include regular one on ones
- Support of escalation management between technicians and customers as well as technicians and other departments
- Build an open-communication environment for all team members, meeting regularly to understand growth for the team and the company.
- Suggest and implement improvements in the various processes the team is involved in.
- Collaborate with various departments and execute on tasks and projects through the Technical Support Team
REQUIRED QUALIFICATIONS
- Proven work experience as a manager over employees
- Technical support experience
- Excellent communication, interpersonal, and team management skills
- Motivation to succeed and lead by example.
- Problem-solving attitude
- CRM software experience (NetSuite Preferable)
- Microsoft Software experience (Excel, Word, Outlook)
- Strong analytical and organizational skills
- BS degree in Business Administration, or relevant field
PREFERRED QUALIFICATIONS
- Woodworking experience
COMPANY OVERVIEW
SawStop is the world leader in power tool safety.
Headquartered in Tualatin, Oregon, SawStop is the #1 manufacturer of table saws for both commercial and hobbyist markets. Our safety technology has saved thousands of users from devastating, life-changing table saw injuries. As part of the TTS Group, a 2,500 employee family-owned company based in Germany, we are focused on long-term growth.
We design, engineer, and manufacture innovative woodworking power tools and accessories for amateur and professional markets. All SawStop power tools feature our patented safety technology that has saved tens of thousands of users from devastating, life-changing table saw injuries.
Our commitment to quality, innovation, and safety over the past 20 years has made us the industry leader. We're a passionate, collaborative, and intellectually curious group of over 100 professionals who care as much about each other as we do our product. Focused on innovation and best-in-class quality, we are always looking for smart creative thinkers to expand our product line and reach new markets.
Learn more about why SawStop is a great place to work.
BENEFITS
Our Team Members are what make SawStop special. That's why we're committed to taking care of our team through a comprehensive benefits program.
- Employee-Centered Medical Plan - 95% paid for the employee and eligible dependents.
- Available Health Savings Plan
- Available Flexible Saving Account - Health Care/Dependent Care
- 100% Paid Dental
- 100% Paid Vision
- Basic Life and AD&D Insurance
- Short Term and Long-Term Disability Insurance
- Mental Health and Wellness Resource
- Employee Assistance Program
- 401k Retirement Plans with Company Match
- Paid Time Off and Holidays
- Tutoring Support for Team Member's Kids (Grades K-12)
- Competitive Compensation Package
- Opportunities for Professional Development
- Job-Related Education Assistance Program
Please include cover letter with all applications.
