Manage and develop a technical support call center team focused on automotive key programming. Ensure customer satisfaction, oversee daily operations, staffing, performance monitoring, partner interfaces, process improvements, and reporting. Serve as SME for customers, sales, and technology partners.
Position Summary:
The Manager, Technical Support, oversees a team of technical support specialists in a call center environment. The primary mission is to ensure exceptional customer satisfaction and service quality. This role is responsible for daily departmental operations, establishing and maintaining policies and service procedures, ensuring proper phone coverage, and customer relations standards. The manager also serves as a subject matter expert with sales and operations teams, while leading interfacing with customer technical support peers.
Key Responsibilities:
- Lead and develop a technical support team with expertise in automotive locksmithing, focusing on key programming within our customer ecosystem.
- Respond to customer inquiries in real time and resolve complex customer issues.
- Collaboratively interface with strategic customers, technical and customer support organizations to ensure customer and program satisfaction metrics are met or exceeded.
- Primary interface with strategic technology partners to refine customer experience and success rate
- Lead ongoing enhancements within programs, emphasizing advancements in programming technology, and automotive keys to support overall customer satisfaction.
- Foster strong, long-term relationships with key customers and advocate for their needs.
- Analyze call volumes and trends to ensure optimal staffing, including evenings and weekends, as required.
- Monitor calls, train and mentor staff, and address performance issues effectively.
- Set team goals, track progress, and compile performance reports.
Required Skills:
- Bachelor’s degree is highly preferred
- 10+ years of experience in technical support or customer service call center is required
- Automotive keys technology is a plus
- Proficient in computer software systems including MS Office and MS Excel
- Working knowledge of Ring Central & NetSuite a plus
Qualifications:
- Experience in technical support and/or automotive and/or locksmithing
- Call Center management
- Exceptional leadership and team management skills
- Excellent verbal and written communication skills
- Have a positive and professional demeanor with the ability to work well under pressure
- Ability to use critical and creative thinking to identify and resolve complex problems
- Strong analytical, organizational, and time management skills
- Strong work ethic
Job Type: Full-time, on-site
Expected Hours: 8:30am – 5:00pm
Pay: $85,000 - $95,000
Comprehensive benefits package offered.
Must be authorized to work in the United States on a full-time basis
Automotive Keys Group (AKG) Vernon Hills, Illinois, USA Office
633 Hickory Hill Dr, Vernon Hills, IL, United States
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