About the Role
Summary:
The MTI Technical Support Manager is proficient in providing technical support and services for our company products.
As a Technical Support Manager, you will be primarily responsible for day-to-day operations of a small team of Support technicians and their performance in providing support to our customers. You will work closely with your team and our customers and will learn to support new product implementation, documentation, and training for your team and customers. You work with others or independently to resolve the technical needs in software and related hardware, identify and report issues as well as feature requests and support our field services and Customer Success Support team. You will work closely with our Director of Support Operations, as well as occasionally with other Support leaders across multiple levels within our organization.
You will also monitor and manage the installed software’s health and firmware transitions, bring visibility to internal and external audiences and drive value to our customers’ success.
You will work with your team to support customers for any technical assistance, support, and help required by them.
Essential Duties and Responsibilities: include the following. Other duties may be assigned.
● Establishes team objectives and drive performance improvements
● Support the development and implementation of standard work associated with services
● Track and drive improvement on Department Key Performance Indicators
● Define requirements, research, and implement solutions that enable customers to meet their production goals
● Provide customer support services in addition to technical services
● Provide regular reports for Management that measure the quality of technical support service to the customer
● Effectively demonstrates the ability to perform, organize approach to work through the organization deadlines
● Install new operating systems and replace the old ones if required
● Test and provision to ensure the product meets the customers’ expectations prior to release
● Track customer reported issues and ensure resolution is prioritized and completed efficiently.
● Ensure customer satisfaction by taking ownership of escalation calls
● Ensure resolutions are permanent and do not appear in the future
● Work with documentation, product, customer success, field services to communicate changes, releases and EOL
● Ensure and assist with Maintaining documentation of knowledge base articles
● Performs timely and meaningful performance reviews and development plans for direct reports; setting quarterly individual goals and providing on-going performance feedback as well as formal performance appraisals
● Maintains a team environment that sustains a highly motivated group working to achieve common objectives
● Manage and develop your support teams, including participation in hiring, talent management, resolving conflicts, and development of your team members.
● Ensure successful daily operations that align with company, team, and individual metric goals.
● Identify areas of improvement in team operations, develop solutions and make recommendations to management, then work to implement and enforce those expectations
● Motivate team through coaching, career planning, and setting individual development plans.
● Maintains client contact, reviews fluctuations in the client’s needs; make modifications in the client strategy accordingly and in so doing, identifies appropriate sales opportunities
● Oversees the transition of responsibilities from Project Management team to the Customer Support staff following new implementations
Competency: To perform the job successfully, an individual should demonstrate the following competencies:
● Communication – Clearly communicates both oral and written communication methods. Responds well to questions.
● Teamwork – Exhibits objectivity and openness to others views contributes to building a positive team spirit; puts the success of the team above one's own interest; supports everyone’s efforts to succeed.
● Quality - Demonstrates accuracy and thoroughness; monitors work to ensure quality.
● Problem Solving - Identifies and resolves problems in a timely manner; participates well in group/team problem solving situations.
● Planning/Organizing – adheres to prioritizes as communicated by management and plans work activities effectively; uses time efficiently.
● Multi-tasking - Ability to perform and take on multiple tasks
Qualifications:
● Bachelor’s degree in Computer Science, Information Technology, Computer Networking, and Hardware or IT related field.
● 3 years of working in a Technical Support Manager or relevant position in the Software Engineering Department.
● Professional certifications such as Linux+(ComptIA), Certified Help Desk, Support Center Management or Project management certification will be preferred.
● Ability to diagnose hardware and troubleshoot technical issues.
● Strong interpersonal skills
● Solid understanding of remote desktop support applications like Anydesk or VNC
● Good oral and written communication skills.
● Strong technical knowledge in networking systems.
● Strong analytical skills.
● Ability to prioritize and manage tasks.
● Excellent time management and problem-solving skills.
● Exceptional customer service skills.
● Experience with Putty, TeraTerm, and other SSH telnet clients preferred.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Ability to lift 25lbs on occasion
Sit for long periods of time
Bending
Reaching above head for items
Ability to use a computer and telephone system
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Typical office environment with average noise and lighting levels
Constant interruptions
Job Type: Full-time
Pay: $65,000.00 - $75,000.00 per year
Benefits:
401(k)
401(k) matching
Dental insurance
Employee discount
Flexible schedule
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Parental leave
Referral program
Vision insurance
Schedule:
8 hour shift
Day shift
Monday to Friday
On call
Weekends as needed
Experience:
Technical support: 2 years (Preferred)
Ability to Commute:
Beaverton, OR 97006 (Preferred)
Ability to Relocate:
Beaverton, OR 97006: Relocate before starting work (Required)
Work Location: Hybrid remote in Beaverton, OR 97006
Requirements
About the Company