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TK Elevator is currently seeking an experienced Manager- MAX Business Integration located in Atlanta, GA.

ESSENTIAL JOB FUNCTIONS:

Responsible for managing Level 1 support services (MAX Help Desk) for the installation, provisioning and connectivity of MAX devices installed in the US and Canada, for the MAX IoT Platform. Lead and manage a team of support specialists, providing guidance, coaching, and mentoring to ensure high levels of performance and customer satisfaction. Responsible for managing the MAX Help Desk support schedule, measuring and reporting support metrics and when required, escalating unresolved support issues to Level 2 support personnel or the MAX Platform Director. This position is also responsible for coordinating and reporting MAX device inventory levels, upgrade and installation metrics and distribution of MAX devices to local offices.

• Develop and implement support processes for level 1 and level 2 support needs, ensuring efficient and effective documentation, case management and resolution of technician and customer issues.
• Lead and manage a team of support specialists, providing guidance, coaching, and mentoring to ensure high levels of performance and customer satisfaction.
• Identify trends with MAX Help Desk call volume, wait times and trouble type and implement changes to correct and maintain acceptable call metrics.
• When warranted, determine the root cause of any unresolved issues, log support tickets in the appropriate tracking system and when required notify MAX Platform Director and/ or MAX Digital Integration Manager of priority 1 conditions, track and manage all issues until completed.
• Manage and coordinate work schedules of MAX Help Desk employees to ensure call metrics targets are met at all times.
• Work closely with product management and engineering teams to identify and address product issues, enhancements, and new feature requests.
• Define and track key performance indicators (KPIs) to measure the effectiveness of the support team and drive continuous improvement.
• Develop and maintain strong relationships with key customers, understanding their needs and ensuring they are met through our support services.
• Manage knowledge base and documentation for MAXWell AI model training and support and service support transformation.
• Manage MAX Device forecast, inventory and purchased and shipped volumes to ensure adequate inventory is on hand to meet business demands.
• Manage account payables for all MAX related services to ensure on-time payment.
• Manage and support field installations of new MAX devices and ensure live tracking dashboards are accurate and visible to all branches.
• Develop and monitor plan of switching out old equipment to new equipment currently in field.
• Receive Business Unit and Subject Matter Expert input on the creation of Field Bulletins. Then correspond with Technical Writers and other team members to create, revise, receive approval, and distribute Field Bulletins through the use of a shared resource mailbox in Microsoft Outlook.
• Create, manage, and distribute project reports and collaborate with SME on business strategies and financial planning.
• Any additional program tasks that are needed and follow up from inception to completion.
• Document as well of follow any Standard Operating Procedures relevant to the sharing of information between team members.

EDUCATION & EXPERIENCE:

• Four years of secondary education or Project Management/Coordination experience.
• Strong understanding of IoT technologies and platforms.
• Proven record of supervising and managing people
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Advanced usage of Microsoft Excel; such as advanced formals, conditional formatting, and Pivot Tables/Charts.
• Microsoft’s other Office products such as Outlooks and Word.
• MS Teams teleconferencing services.
• Ability to travel as needed to support customer engagements and team meetings.
• Ability to create Microsoft SQL Queries to retrieve data from large databases.
• Microsoft PowerBI
• Microsoft Project
• Microsoft Visio
• Gensuite experience

Additional Eligibility Qualifications

• Requires a valid driver’s license and a satisfactory Motor Vehicles Report.
• Maintain a valid passport