Manager Technical Support at Zebra Technologies in Bentonville, AR
Responsibilities Manages the activities of a team with the responsibility for driving results, managing costs and supporting the development of staff and processes Provides guidance and coaching to supervisors and team members within the framework of established company policies Handles and resolves critical escalations from all points of contact, including customer, partner and internal parts of the organization Analyzes metrics and identifies key needs within the structure of the team to maintain the support provided Manages direction to technicians and supervisors in the application of process, procedures, and troubleshooting/repair of complex instruments or testing equipment Ensures resources maintain compliance with quality process and standards Establishes and maintains lines of communication with engineering and software development on design, reliability and maintenance issues; reports trends, identifies urgent crises and recommends solutions to complex issues Manages and champions trainings to improve technical knowledge of the support team; ensures technicians are properly trained and able to provide accurate and responsive solutions Estimates timeframes for complex projects and oversee the completion of assignments within specified time, quality, and cost parameters Identifies process improvement and verification activities; develops and applies technical and quality improvement techniques Demonstrates strong customer service, communication and problem-solving skills Qualifications Minimum Requirements:
Bachelor's Degree (or equivalent vocational qualification/experience) 8
years' experience in a professional environment 2
years as team lead/supervisor Advanced level skills in Microsoft business applications including Word, Excel and Outlook Customer service values/orientation Advanced knowledge of the region and product lines supported Strong leadership skills coupled with a desire and ability for continuous learning/self-development Role model level professional work behaviors (attendance, teamwork, time management) Strong communication skills (listening, providing clear and concise information, using proper language and grammar) Strong presentation skills and Customer interaction. Sound reasoning and decision-making ability; strong analytical skills Preferred Requirements:
Background in technical support preferred Experience/knowledge of Airwatch is greatly desired. Have experience in a Agile environment and an understanding PMP concepts Capacity planning experience is a plus.
Salary Range:
$150K -- $200K
Minimum Qualification
Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.
Bachelor's Degree (or equivalent vocational qualification/experience) 8
years' experience in a professional environment 2
years as team lead/supervisor Advanced level skills in Microsoft business applications including Word, Excel and Outlook Customer service values/orientation Advanced knowledge of the region and product lines supported Strong leadership skills coupled with a desire and ability for continuous learning/self-development Role model level professional work behaviors (attendance, teamwork, time management) Strong communication skills (listening, providing clear and concise information, using proper language and grammar) Strong presentation skills and Customer interaction. Sound reasoning and decision-making ability; strong analytical skills Preferred Requirements:
Background in technical support preferred Experience/knowledge of Airwatch is greatly desired. Have experience in a Agile environment and an understanding PMP concepts Capacity planning experience is a plus.
Salary Range:
$150K -- $200K
Minimum Qualification
Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.
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