Our client‘s award-winning research and development teams, based in Canada and oversees, develops a full range of innovative products which leverage ground-breaking technologies. Due to growth, they are seeking a Technical Support Manager who will be responsible for supervising, motivating and representing a call-in or internal technical support team. The incumbent help subordinate staff members address customer complaints, usage problems and questions in a timely manner. He/she also suggests policy and procedural changes to management to improve the technical support team’s performance.
JOB RESPONSIBILITIES
Provide on-the-job training and coaching to improve the company's overall technical customer service provided to distributors or installers.
Seeks out procedural problems and recommends improvements to management. Suggested changes may cover implementing new or different kinds of technical tools or training.
Schedules, coordinates and assigns staff members to particular duties for which they are well-suited.
Resolve problems quickly and cost effectively when faced with unsatisfied customers,
Responsible for searching departments’ input when their contribution is required to solve customer issues.
Ability to coach the Technical Support Team to high level.
One of the significant interfaces of this function is with the Marketing and Sales levels of the organization – cooperating with them for the customers’ satisfaction.
REQUIREMENTS
Preferably a university degree in business administration, computer science or any related field
8 years related work experience, with at least 4 years in a supervision role
In depth knowledge best practices in technical support
English and French, spoken and written. Knowledge of other language is an asset
Knowledge of security system industry or electronic components is a strong asset
Exceptional leadership and problem-solving skills.
MUST posses outstanding written and verbal abilities.
Self-starters who are flexible and work well with everyone from entry-level employees to upper management.
Excellent Customer Services approach
Strong leadership and team building skills
Extensive experience working in a team-oriented, collaborative environment
ABOUT FUZE HR RECRUITING SERVICES FUZE HR is a boutique recruitment firm specialized in five main core areas from mid to executive level; IT, Accounting/Finance, Supply Chain, Sales/Marketing, Engineering. We offer a range of recruitment solutions for our various clients: recruitment of permanent and contract professionals, staffing of consultants and head hunting. With a diverse client base that ranges from entrepreneurial start-ups to a variety of Fortune 500 companies, our recruitment efforts are always dedicated to delivering valuable solutions that contribute toward our clients’ long-term success. Fuze HR’s reputation for high-quality and integrity are our most precious assets. Fuze HR has established itself as a unique recruitment firm in the North American Recruitment and Executive Search market.
