Mersino Dewatering has an exciting new opportunity for a Technical Customer Support Manager who will be responsible for creating, developing and managing a new team of IoT Customer Support team members establishing Support Metrics, SLA’s, and system management. Mersino has over 1600 Fleet Assets outfitted with telemetry devices, monitoring the health and activity of our equipment. This role will focus on customer service, uptime and managing the growing demands and the needs of our internal and external customers.

Reports to: Director of Telemetry

Responsibilities:

• Build and manage the support staff
• Assist with daily support calls and support tickets
• Manage the company’s disperse telemetry systems company-wide
• Establish Application Patching requirements
• Interact with team members to assist in troubleshooting and identify root cause of system problems
• Develop new user training courses on how to use Mersino Applications
• Work with 3^rd party software developers to improve IoT management software

Requirements:

• 3 years Managing a Technical Customer Support Team
• High level understanding of IoT device management
• Outstanding communication skills
• Troubleshooting skills
• Organizational and time management skills
• Ability to work both independently and as a member of a team
• Initiative to research and resolve problems
• Travel up to 30%

Preferred:

• Certifications not required, but are a plus (A , N , MCP, MCSA/E, VCP)
• Basic Software Development understanding
• Python, JavaScript, a plus
• MQTTs, Webservices, a plus
• Proficient in Microsoft Office applications
• Experience with customer support