Technical Support Manager - Multivac USA Inc.

Summary:  Supervises a team of representatives providing remote technical support to internal and external customers concerning complex mechanical, electronic, and operational aspects of machines.  Position will serve as a working supervisor who will also directly provide remote technical assistance to internal and external customers.  

Time Utilization: This position will travel up to 20% of the time.  Normal business hours are 8:00am to 5:00pm; however, position will also provide after-hours remote support on a rotating basis.  Schedule needs to be flexible to accommodate internal and external customer schedules.

Essential Duties and Responsibilities include the following.  Other duties may be assigned:

1. Develop and manage call center assignments for inbound technical representatives as needed to meet or exceed minimum acceptable customer service levels established by management to ensure balanced and appropriate workflow across all available staff.
2. Provide ongoing training and mentorship to technical representatives in order to successfully achieve resolutions to clients’ technical concerns and issues in a timely and efficient manner.
3. Track and report on weekly and monthly key performance indicators (KPIs) established by management, to include call handling statistics and other relevant metrics for measuring and improving customer contact experience.
4. Develop and implement formal training plan aimed at optimizing Help Desk personnel knowledge, including adopting a common customer language and set of soft skills that enhance MULTIVAC’s image as a trusted advisor to both internal and external customers.  Phone, email, and in-person communication should align with and strongly support the high price MULTIVAC commands for our parts and services.
5. Manage Technical Support internal issue escalation in accordance with established escalation processes and procedures.
6. Provide complex remote technical assistance to Field Service and Spare Parts teams, and customers by diagnosing and resolving a broad range of mechanical, electronic, and operational issues using a variety of highly detailed technical documentation, personal experience, and drawing on other resources as necessary.      
7. Actively participate in normal and 24/7 after-hours helpdesk schedule.
8. Foster an energetic and professional team dynamic that translates in our interaction with constituents.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:
Bachelor’s degree in a technical discipline and 5 years’ experience in a technical support role; or equivalent combination of education and experience.  Must have strong mechanical, electrical, and controls knowledge. Strong troubleshooting knowledge, skills, and abilities required.  Ability to understand technical drawings and specifications required.  Packaging industry experience is a plus.

Language Ability:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write reports, business correspondence, and procedure manuals. Ability to speak effectively before groups of customers or associates of organization.

Math Ability:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:
To perform this job successfully, an individual should be proficient in Microsoft Office, particularly Word, Excel, and PowerPoint.  Experience with database applications and contact management software required.  ERP system experience preferred. PLC experience required. Allen Bradley or Beckhoff experience preferred.

Certificates and Licenses:
Current valid driver’s license and the ability to obtain a passport for travel as required by position.

Supervisory Responsibilities:
This job is responsible for supervising a team.

Work Environment:
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is occasionally exposed to work near moving mechanical parts.

The noise level in the work environment is usually moderate.

Physical Demands:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The associate must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. While performing the duties of this job, the associate is regularly required to sit and talk or hear. The associate is frequently required to use hands to finger, handle, or feel. The associate is occasionally required to stand; walk; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl.