Technical Support Manager - Shelbyville, KY, United States - Technology Consulting, Inc.

Description

TCI has an immediate need for a Technical Support Manager in Shelbyville, KY.

The Technical Support Manager will support a national LED sign company whose products are installed at retail shopping centers, sports venues, schools, churches, and military installations.

This person should be able to think through processes, implement improvements and new processes including technology.

They should be able to coach staff on soft skills while also holding them accountable for the process, documentation, and using tools/systems as they were designed.

Staying calm under pressure and focus on professional customer service with excellent oral and written communication is key. The abilities to analyze data and drive team performance is critical. The Technical Support Manager is responsible for overseeing the Technical Support department within the company. Integration and liaison between Technical Support, Project Management, Sales, Production, and Accounting. Manage day to day functions and weekly goals.

Performance Management Monitoring/tracking PTO and coordinating coverage. Hold staff accountable for time and attendance. Measure, report, improve department performance metrics. Enforce company policies diplomatically. 5 years of experience in Performance Management. A Bachelor's Degree in a related field is preferred. Experience with implementing customer support processes to enhance customer satisfaction. Experience formulating and revising customer support policies and promoting their implementation. Experience assessing performance metrics and preparing detailed reports on findings. Experience overseeing and evaluating a team's ongoing training efforts. Experience delivering performance evaluations and following a company disciplinary process. Work is performed on-site in Shelbyville, KY on a Monday-Friday 8-5 schedule.