What are the responsibilities and job description for the Manager of Technical Support position at Datawatch Systems, Inc?
Overview
The Manager of Technical Support is responsible for leading the customer-facing Technical Support team, which assists customers with programming, troubleshooting access issues, and resolving technical challenges. This team operates around the clock, 24/7/365. While this role's working hours will primarily follow a set schedule, they must ensure continuous team performance, address urgent concerns, and implement strategies for effective shift coverage and service excellence. This role requires an individual with strong leadership skills, a customer-first approach, and a deep understanding of technical problem-solving. The Manager ensures that customer inquiries are handled efficiently and professionally while driving continuous improvement in service delivery.
Applicants must be willing to submit to a drug screening and criminal background check. EOE/M/F/V/D-DCJS #11-2294
- Location: Bethesda, MD. In-office position.
- Travel: This role does not require travel.
- Salary Range: $85,000-105,000/year
Responsibilities
Team Leadership
- Manage and mentor a 24/7/365 team of technical support specialists, ensuring high-quality customer interactions.
Customer Experience Management
- Ensure prompt and professional handling of customer inquiries via phone and email.
Issue Resolution & Escalation
- Develop and maintain an escalation process for unresolved issues, coordinating with the Field Quality Assurance (FQA) team when necessary.
Process Optimization
- Identify and implement best practices to efficiency, improving response times and resolution rates.
Performance Monitoring/Data & Reporting
- Establish and track KPIs related to customer response times, issue resolution rates, and customer satisfaction.
- Establish and document quality control checklist for new installations to ensure proper setup across multiple software applications.
Training and Development
- Conduct skills training to ensure all team members are up to date on technical knowledge and troubleshooting procedures.
Technology & Tools Utilization
- Ensure the team effectively ultilizes service management and customer support platforms.
Qualifications
Education
- Bachelor's degree preferred or equivalent technical support experience.
Experience
- 2-3 years of management experience in access control environment.
- Industry Knowledge: Access control, security systems, SaaS, or preferred technology-driven environments a plus.
- Proven ability to lead process improvement initiatives, particularly in a technical/customer service environment.
- Experience with a multi-layer ticketing systems for processing client requests.
- Experience with monitoring automation systems for alarm processing a plus.
Interpersonal Skills
- Excellent written and verbal communication skills for effective collaboration across teams.
- Ability to work indepently and proactively to address challenges.
- Strong leadership and team management experience with a proven ability to collaborate across teams.
- Ability to schedule and manage staffing in 24/7/365 environment.
- Strong technical acumen. Deep understanding of access control systems and customer support platforms a plus.
- Exceptional communication and stakeholder management skills.
Salary : $85,000 - $105,000