District Technology Support Manager - Software Support Center

Responsibilities

• Subject matter expert for current and future InfoLink products and offerings.
• Support the dealer/branch and customer network on these offerings.
• Set up and coordinate module association with InfoLink Project Management.
• Answer technical questions during sales calls, conduct go-lives, train customers on the product, perform advanced troubleshooting in the field and over the phone/via web meetings.
• Provide on-going technical support activities to ensure customers’ expectations of the product are met.
• Document findings within internal knowledgebase and customer tracking.
• Report product issues to InfoLink Service Product Manager.
• Provide direct support to customers, dealers / branches and internal personnel on InfoLink software questions, managing databases, troubleshooting issues with software and hardware including servers and modules.
• Help ensure that the Retailers in their region know how to properly install and troubleshoot InfoLink hardware.
• Aid Retailer Network with InfoLink Warranty & parts request.
• Conduct follow-up calls with customers to assist them with analyzing data and InfoLink work in general.
• Report product issues to InfoLink Service Product Manager.
• Perform Go Lives & Module Associations for customers based on requirements within the organization.
• As assigned, work with Engineering, Design and potentially other departments within the Company to identify issues, develop troubleshooting processes, build theory of operation for new and existing InfoLink Products and proactively fix issues.
• Report product issues to InfoLink Service Product Manager.
• Work with InfoLink Project Management on special projects.
• Work with other departments in InfoLink Support to improve the overall Infolink product for the Company and its customers.

Qualifications

• 5-7 years related experience
• Bachelor's degree (Electronics, IT or Engineering) Non-degree considered if 12+ years of related experience along with a high school diploma or GED
• Must have valid driving privileges
• Extensive travel (over 20%)
• Extensive overnight stays (over 20%)