Technical Support Manager
Fuze HR - Laval, QC

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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.


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