SUMMARY Directs and coordinates strategies for remote troubleshooting and diagnostic support for company machinery and/or equipment.  Ensures that management and technicians are fully informed of all new information related to products, procedures, policies, client needs, company relations issues, changes, or actions.

ESSENTIAL FUNCTIONS Oversees the technical support call center and provides accurate and reliable call forecasting, staffing recommendations, schedule optimization and issue resolution. Establishes and maintains productive working relationships with internal teams such as: product development, engineering, manufacturing, quality, and sales. Serves as an escalation point for highly complex customer issues.   Leverages resources across the company as necessary to facilitate the quick and efficient resolution of problems. Provides voice of the customer feedback to help drive innovation and further solidify or enhance competitive position in the marketplace. Partners with quality control to document and alert engineering and manufacturing to significant reoccurring technical issues.  Communicates solutions to customers and documents any additional failures. Monitors key performance indicators to ensure customers are receiving a high level of customer service. Researches and provides regular feedback to management on the impact of emerging service trends and technologies on the business. Manages departmental financial objectives by forecasting requirements, and actively participating in the development of the annual budget. Exercises full management authority including interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION & EXPERIENCE Bachelor’s degree in business or related field or eight years of advanced technical repair management experience. A minimum of three years of leadership experience and prior call center experience is strongly preferred.  Ability to troubleshoot and diagnose technical problems remotely is required .

KNOWLEDGE & SKILLS Extensive business knowledge with comprehensive understanding of the organization and functional area Advanced leadership and problem-solving skills. Knowledge of the operation of phone systems, quality monitoring/recording systems Exceptional written, verbal, organizational, problem solving, and phone communication skills required . Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook) Strong customer service, interpersonal and multi-tasking skills Hands-on experience managing call center operations and teams. PHYSCIAL REQUIREMENTS Non-Manufacturing: Typically work is in an office environment where the noise level is low to moderate. Requires standing and/or sitting for prolonged periods of time. Ability to lift boxes/materials weighing up to 2 0 lbs. Requires telephone work and/or computer work, as well as interactions with other employees and customers. Ability to read, write, listen, and communicate effectively. Intermittent manual labor that includes bending, stooping, crouching, reaching, pushing, and pulling. Inventory support Close visual acuity to perform activities such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes. Communicate with others to exchange information.