Technical Customer Support Manager - Wireless GPS

Technical Customer Support Manager - Wireless GPS

SUMMARY:

The person selected for this key position will be an energetic individual who adheres to the highest standards of excellence in customer service, understands how to service an “immediate response� team, and thrives on being the primary contact and focal point for customer contacts.  The CS Manager must thrive in a dynamic, fast-paced environment and take on any level of activity necessary to satisfy the customer and move the business forward.  The CS Manager has overall responsibility for assuring that TELOGIS meets or exceeds all customer expectations.  As such, this position is responsible for ensuring that customer expectations are set properly and has direct responsibility for customer training and post sales support, including the management of any outside service organizations used to assist in the delivery of these services. This is a corporate wide function reporting directly to the executive level.

Responsibilities include, but are not limited to the following: Hands on support of existing base of over 600 customers Proactive support of “A Level� customers Interface and guide the activities of the TELOGIS call center, currently made of three support staff, and create a plan to grow that function internally, when and as appropriate. Establish and maintain corporate customer satisfaction service metrics. Manage all aspects of customer training Manage all 3rd party vendor activities, primarily covering contract installers Manage Order Fulfillment of our hardware and new software activations Manage Inventory of hardware and accessories Track and maintain all warranty information Establish and manage all RMA activity and monitor all failure analysis and corrective action in conjunction with the Telogis dev team and within Operations. Collect information about customer satisfaction with Telogis products and services.  Collate and prioritize this information and use it to actively participate in defining the on-going product development plan. Manage company communications with customers including web site, product release information and user group activities.

Requirements: Bachelor degree in business or technical discipline. 3 - 5 years managing 24x7 technical support for mission critical applications or products. Requires broad functional knowledge in all aspects of technical support management, including training and staff development; support planning; logistics; and delivery quality Outstanding written and verbal communication skills. Familiarity with web development tools and systems for customer service and tracking. Willing to travel to perform on-site training. Extremely strong computer skills. Must be able to lift 50lbs

 Desirable:

·         CS or Engineering background

·         Experience in systems engineering in wireless networks or GPS

·         Experience with one or more of the following technical skills

o        Linux administration

o        Postgres or sql queries

o        Ruby

o        C# .NET

o        Working with developers

We are an Equal Opportunity Employer offering competitive compensation and a comprehensive benefits package.

Qualified candidates please submit cover letter (including location of posting to which you are responding) and resume in a MS Word format to contact below.