Technical Support Manager Bar's Products, Inc. Holly, MI 48442

TITLE:

TECHNICAL SUPPORT MANAGER JOB SUMMARY

This position will be responsible for the management of the Tech Support department, which consists currently of two Tech Support Specialists. The department is a call center that primarily handles calls and e-mails from consumers who purchase company products.

PRIMARY DUTIES AND RESPONSIBILITIES

• Leads and motivates Tech Support Specialists to meet company goals and objectives.
• Escalation point for Tech Support Specialists when support is needed regarding a consumer question, complaint, or claim.
• Fields questions, concerns, and claims directly from consumers when Tech Support Specialists are unavailable to do so.
• Lead on handling and resolving all consumer claims.
• Handles testing of components related to claims.
• Routinely analyzes call center data with the goal of meeting call center goals and objectives.
• Compiles and submits data in report form to the Director of Operations monthly.
• Provides consumer feedback regarding company products for Product Development.
• Creates and maintains department documentation in hard copy and/or electronic form.
• Listens to call recordings and completes scorecard when evaluating Tech Support Specialist call performance.
• Consistently coaches Tech Support Specialists with reference to scorecard and company goals and objectives.
• Ensure that all interactions with consumers are handled professionally, efficiently, and effectively.
• Develop, implement, and manage training program for Tech Support Specialists.
• Plan and manage department resources to optimize efficiency and productivity.
• Ensure adherence to policies and procedures.
• Research and stay up to date with the latest automotive trends as it relates to company products.
• Assist consumers with troubleshooting and diagnosing automotive issues as it related to company products.

QUALIFICATIONS

• High school diploma, general education degree, or equivalent.
• Knowledgeable about vehicle engine, power steering, transmission, and cooling systems for vehicles used in the U.S. and Canada.
• Automotive mechanical experience and customer service experience are a must.
• Excellent communication (oral & written), interpersonal, and organizational skills.
• Able to type a minimum of fifty words a minute.
• Enjoys working on the phone and via e-mail to help consumers with any technical support issue including, but not limited to trouble shooting, product installation, and consultation.
• Able to work independently and efficiently with a focus on team objectives.
• Self-motivated, detail-oriented, and organized.
• Proficient working with Microsoft Word, Excel, Access, and ERP databases.

Job Type:

Full-time Pay:

$65,000.00 - $70,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Schedule:

8 hour shift

Work Location:

In person