Technical and Phone Support Manager

Location: Southern Minnesota

Pay

$75,000–$110,000, dependent on qualifications

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Long-Term Disability (LTD)
• Short-Term Disability (STD)
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• 401K

Responsibilities

• Lead, manage, and hold the phone support department accountable against established processes and procedures within the service department.
• Provide day-to-day leadership, coaching, mentoring, and performance feedback to Phone Support staff to foster employee development and a culture of continuous improvement.
• Balance leadership responsibilities with hands-on technical support by assisting with customer calls, troubleshooting complex issues, and supporting the team during periods of high call volume or escalated customer situations.
• Serve as the primary technical resource for the Phone Support team by providing guidance, answering technical questions, and assisting in the resolution of complex customer issues.
• Develop an understanding of the team’s obligations to the customer, evaluate current processes and policies, and identify opportunities to improve both customer and employee experience.
• Develop and maintain an annual strategic business plan for the Phone Support function that aligns departmental objectives with Kahler's strategic initiatives and supports continuous improvement.
• Direct team activities by establishing priorities, scheduling work, monitoring workloads, and ensuring the effective utilization of team members and resources.
• Ensure the team possesses the technical knowledge, training, and skills necessary to provide best-in-class customer support; develop and implement workload management tools.
• Manage phone support labor, parts billing, and service-related support products while ensuring customers understand billing obligations so they can make informed decisions.
• Analyze operational and technical issues, resolve problems, and assist employees in solving customer and technical challenges.
• Personally manage major incidents or escalated issues that cannot be resolved by team members.
• Ensure all customer interactions are handled professionally, courteously, and efficiently through both verbal and written communication.
• Develop, monitor, analyze, and report Key Performance Indicators (KPIs) that measure the effectiveness and success of the phone support function while identifying opportunities for continuous improvement.
• Utilize, promote, and enforce the effective use of ERP and CRM systems to ensure accurate documentation of customer cases, service history, and communications while supporting cross-functional collaboration and best-in-class customer support.
• Collaborate with other departments to ensure seamless customer support, effective communication, and alignment with company objectives.
• Perform other duties as assigned by supervisor.

Requirements

• Bachelor’s degree (BS or BA) and/or equivalent experience.
• Technical skills, including familiarity with basic electrical logic and IT knowledge.
• 3+ years of experience with industrial equipment, including pumps, liquid and dry product transfer equipment, electrical panels, and an understanding of control software.
• Computer, PLC, and/or electrical experience and education are highly desired.
• Proficiency with Microsoft Word, word processing software, and Microsoft Excel spreadsheet software.
• Daily use of ERP and CRM systems to perform work.
• Open to travel up to 10%.

About the Company

Versique is a high-performance recruiting firm specializing in executive leadership search, direct hire, and interim hiring solutions. Based in the Twin Cities of Minnesota, Versique delivers tailored expertise across a wide range of industries through specialized practice areas. Our recruiters are seasoned professionals with hands-on experience in the fields they hire for, providing unmatched industry insight and connections.

Versique is an award-winning company, recognized on the Inc. 5000 list of fastest-growing private companies and the Minneapolis-St. Paul Business Journal's Fast 50 list for 2023. We are consistently named a Star Tribune Top Workplace and were named a Best Place to Work in 2022 by the Minneapolis/St. Paul Business Journal.