Manager Customer Support

 

Company Overview:

Gearworks (www.gearworks.com) is a leading provider of on-demand, location-intelligent, mobile applications.  Our flagship product, etrace?, enables service-driven companies to monitor, measure and manage field operations at the point of delivery.  By providing real-time visibility and control of field workers, workflow, and activities, etrace increases workforce productivity, drives process efficiency and delivers superior customer service.

 

Position Reports To:

Senior Director of Customer Operations

 

Position Overview:

Establish and manage infrastructure support team including:

 Ensuring the operation of a responsive customer support for 1st, 2nd & 3rd level support.Coordination of support for deployment for numerous customers utilizing both a web based application and wireless handsets. Manage Deployment Engineer(s) to ensure swiftest deployment of Gearworks? product offering. Management of issues through to final call closure, ensuring SLA's are met and customer is updated.Deliver SLA-defined response to customer incidents.Provide effective process for issue diagnosis & ensure all incidents are properly resolved.Strong technology skills including understanding of CRM systems (Salesforce.Com).Regular review and analysis of key customer support metrics to improve service.Development and coaching of support staff to better respond to customer issues Development and management of customer relationships and management of client responses to issues.Will work with Sales to ensure a smooth installation and on-going customer support.Prepare required customer and carrier SLA performance reports per schedule.Travel to customer sites as necessary to manage customer SLA expectations and delivery.

 

Experience and Skills Required:

The following experience and skills will be necessary for success in this position:

 Ability to work in a dynamic entrepreneurial environment in a rapidly growing company. Minimum 5 years IT / technical customer support experience.Minimum 2 yrs managing a support operation (technical / IT help desk, systems engineers, networking engineers, etc). Experience implementing and working with vendor SLA commitmentsMust have excellent face-to-face skills with users and demonstrable customer service skills with ability to explain technical issues to non-technical people. Excellent written and verbal communications skills are required. Must be professional, self-starting, willing to work extra hours and strive for highest results.