Customer Service and Technical Support Manager

Job Summary:
Do you have a passion for customer service and technical problem-solving? Do you enjoy leading and developing a team to resolve complex issues efficiently? Are you excited to work in a fast-paced, dynamic environment? We have the perfect opportunity for you! ShopSabre is seeking an enthusiastic and driven individual to lead our Technical Support team and deliver exceptional customer service. This role will focus on managing and developing a high-performing team that delivers top tier customer service and technical support to our customers. The ideal candidate will have a background in CAD/CAM software, computer systems, electrical systems, mechanical components, and remote troubleshooting, ensuring our customers receive timely and accurate solutions.

Key Responsibilities:

• Leadership & Team Management:

Lead a team of seven technical support representatives, providing mentorship and guidance to ensure the team delivers exceptional service and technical expertise. Oversee team performance and conduct regular training to foster growth and skill development.

• Customer Service Excellence:

Serve as the primary escalation point for external customers, managing complex issues and ensuring that all inquiries are addressed in a timely and effective manner. Ensure that tickets are managed appropriately, and customer expectations are met.

• Technical Support & Troubleshooting:

Provide hands-on support for complex technical issues, including troubleshooting mechanical, electrical, and computer systems. Guide your team and customers through CAD/CAM software troubleshooting, wiring diagrams, and system diagnostics to resolve problems efficiently.

• Cross-Departmental Collaboration:

Work collaboratively with sales, operations, and administrative teams to ensure customer concerns are addressed and resolved. Ensure seamless communication and coordination across departments to drive customer satisfaction and business results.

• Issue Resolution & Follow-Up:

Manage and resolve customer issues, ensuring that appropriate technical personnel are engaged, work plans are defined, and timelines are met. Keep customers informed throughout the process until their issues are fully resolved and confirmed.

• Continuous Improvement:

Demonstrate and promote an approach of continuous improvement across all areas of technical support and customer service. Monitor and evaluate the quality of service provided by the team to ensure high standards are consistently met.

• Employee Development & Recruitment:

Manage employee activity and growth within the team. Interview and hire new technical support representatives and develop training programs to enhance their skills and performance.

Required Skills & Qualifications:

• Leadership Experience:

A minimum of 3 years in a managerial role, preferably with experience in a technical support or customer service environment. Proven ability to lead, develop, and motivate a team.

• Technical Expertise:

Experience in CAD/CAM systems, computer systems, electrical systems, wiring diagrams, and mechanical components. Familiarity with troubleshooting complex technical issues and systems integration.

• Problem Solving & Critical Thinking:

Strong ability to analyze, assess, and resolve complex technical problems in a timely and effective manner. Able to troubleshoot remotely and guide both customers and team members through solutions.

• Industry Experience (Preferred):

Experience with CNC technology and the manufacturing industry is preferred but not required.

• Organizational Skills:

Ability to manage multiple priorities and adjust quickly in a fast-paced environment. Ensure deadlines are met and service tickets are resolved efficiently.

• Excellent Communication Skills:

Must be able to clearly communicate technical information to both technical and non-technical audiences, ensuring clarity and effective solutions.

• Adaptability & Willingness to Learn:

Willingness to embrace change, adapt to new challenges, and contribute to the growth of the company.

Preferred Qualifications:

• Background in CNC technology or a manufacturing industry.
• Previous experience in technical support or customer service management, with a strong understanding of electrical and mechanical systems.

Why Join ShopSabre?
If you're passionate about customer service and want to be part of an exciting, fast-paced environment where you can make a real impact, we encourage you to apply. We offer a collaborative and dynamic work culture that promotes growth, development, and teamwork.