Technical Support Manager

LOCATION: Sarasota, FL

POSITION DESCRIPTION:

This position has overall responsibility for managing a team of support engineers responsible for delivering technical support for Vertical’s family of products & services. Although occasional on-site support is required, this support is primarily delivered remotely to Vertical’s network of Value Added Resellers (VARs), Authorized Service Partners (ASPs) and end-user customers (collectively, the Customer). The Technical Support Manager is responsible for developing the Technical Support team and ensuring the contracted-for level of support is delivered to the Customer. This position is responsible for interfacing with Engineering and Product Management to represent the interests of the Technical Support team and the Customer during the product development cycle.

PRIMARY RESPONSIBILITIES:

• Work closely with the Regional Account Managers, Inside Sales, Product Management and Engineering to ensure the Customers’ needs are met and that products perform as designed.
• Manage the Technical Support team.
• Ensure the delivery of effective and high quality staff management, support and development within the Technical Support team.
• Provide feedback to the Technical Publications and Product Training departments so Vertical can continually enhance these programs.
• Lead regularly scheduled support reviews with the Customer and Technical staff, as required.
• Take direct line management responsibility for staff as required, including delivery of regular formal supervision and annual performance reviews.
• Ensure any performance issues, grievances and disciplinary issues within the group are dealt with effectively and according to procedures and best practice
• Contribute to staff recruitment, induction and training as required.
• Establish effective communication and meeting structures across the group to promote information exchange and staff involvement.
• Provide effective leadership to team, promoting a culture of affirmation, openness, mutual support and enthusiasm for personal learning and development and a positive working environment.
• Ensure training needs for self and/or within the group are regularly reviewed, clearly identified, planned for, and communicated to Vice President of Customer Support Services.

MINIMUM QUALIFICATIONS:

• 4 year Degree in Communications or comparable experience
• 5-7 years experience in Customer Service
• 3-5 years supervisor and/or managerial experience
• Experience with and knowledge of Vertical products is highly desirable
• Proficient in DOS, Windows Office, and all Windows operating systems
• Advanced Customer Service Skills
• The ability to control several projects simultaneously
• Strong interpersonal and communications skills
• Strong project management skills
• Ability to negotiate agreements and solutions among various constituencies
• Candidate must be analytical and able to function successfully in a high-stress environment
• Occasional travel may be required

ADDITIONAL REQUIREMENTS:

• Must be able to handle multiple customer issues simultaneously
• Able to work in an office environment