Manager - Technology Support Services

Manages a team of experienced technical professional employees while themselves providing technical expertise to internal and external customers. Will be responsible for implementing measurable annual individual performance objectives for their team as agreed with the Director and Senior Director.

DETAILED DESCRIPTION:

• Provide technical support to external and internal customers as needed in their field of expertise, while managing a team of subject matter experts.
• Coordinate vendor training activities for the team and others within the Technology and Support Services (TSS) organization.
• Strive for continual improvement with team organization, processes, and procedures.
• Maintain reporting of Key Performance Indicators (KPI).
• Scheduling internal and external program meetings while also tracking and following-up with action items
• Identifying any barriers to successful program execution and escalating as appropriate
• Building partnerships with various industry stakeholders and leaders
• Develop customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.
• Develop, process, and monitor evaluation toolkits and indicators to measure program performance
• Ensure service operations are consistent with regulatory guidelines and internal processes
• Develop innovative work systems, processes to simplify operations of current programs and analyze data
• Communicate with engineering, applications engineering, marketing, category management, Supply Chain Services, and quality assurance divisions of any product problems, opportunities, or emerging customer needs.

JOB EXPERIENCE:

• Minimum 5 years experience in Services program/project management
• Possess a customer-centric mindset.
• Possess advanced computer skills, including proficiency with Microsoft Office suite specifically Excel, Adobe Acrobat and CRM databases.
• Demonstrate strong leadership skills and the ability to make decisions within the designated area of responsibility.
• 2 - 3 years experience leading a team of up to 4 direct reports
• Software Engineering knowledge
• Microsoft Visio

JOB REQUIREMENTS:

☐ Masters Degree

☒ Bachelor's Degree - Technical or engineering discipline, or equivalent.

☒ Associates’ Degree (U.S.)/College Diploma (Canada) , or commensurate years of technical and/or managerial experience

☐ High School Degree or Equivalent

☒ Licenses/Certificates/Designations – based on their technical field of expertise

☐ Other

(Preferred Education)

☐ Masters Degree

☒ Bachelor's Degree

☐ Associates’ Degree (U.S.)/College Diploma (Canada)

☐ High School Degree or Equivalent

☐ Licenses/Certificates/Designations

☐ Other

TRAVEL REQUIREMENTS Indicate the approximate amount of travel this job will require

☒ 0% - 25%

☐ 25% - 50%

☐ 50% - 75%

☐ 75% - 100%

WORKING ENVIRONMENT:

☒ General Office – Work is generally performed within an office environment, with standard office equipment. Lighting and temperature are adequate and there are no hazardous or unpleasant conditions caused by noise, dust, etc.

Wesco International, Inc., including its subsidiaries and affiliates (“Wesco”) provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. US applicants only, we are an Equal Opportunity and Affirmative Action Employer.

ABOUT THE TEAM

At Wesco, we build, connect, power and protect the world. As a leading provider of business-to-business distribution, logistics services and supply chain solutions, we create a world that you can depend on.

Our company’s greatest asset is our people. Wesco is committed to fostering diversity and inclusion across our workforce by embracing the unique perspectives, authenticity and individuality of more than 20,000 Wesco employees around the globe. Through our Business Resource Groups, comprehensive benefits plan and our community outreach initiatives, you can be a part of a welcoming work community who provides platforms for your success.

Learn more about Working at Wesco and apply online today!

Founded in 1922 and headquartered in Pittsburgh, Wesco is a publicly traded (NYSE: WCC) FORTUNE 500® company.