Technical Support Manager

About the role

The Technical Support Manager plays an integral role in serving our customers to fulfill our Light Made Easy promise. This position oversees the Technical Support team to regulate the workload for customer, rep, and sales team inquiries involving support for specifications, wiring, troubleshooting, and handling field issues.

Responsibilities

• Manage Technical Support team to provide adequate phone and email support coverage, such that all requests are resolved or escalated in a timely and effective manner
• Ensure training of new hires and existing team members regarding Technical Support processes and product knowledge
• Collaborate with cross-functional teams as needed to ensure solutions are thoughtful, well-rounded, efficient, and aligned with business and customer needs
• Develop and maintain reporting metrics/dashboards
• Facilitate negotiations for field labor and material claims
• Grow the team by shaping the right structure, setting up and upholding practical standard operating procedures, cultivating a positive culture, and creating an environment where people can do their best work
• Receive inbound technical-related phone calls and emails and walk customers through the necessary steps to find a resolution

Requirements

• Bachelors degree in engineering, business, or related field preferred; equivalent work experience will also be considered
• 3+ years of experience managing and developing technical teams required, preferably in lighting
• Adequate tenure in customer relations, technical support, and/or call center management roles
• Demonstrated ability to thoughtfully manage and develop technical teams
• Ability to build rapport and maintain positive working relationships
• Exceptional client/customer engagement skills
• Advanced organizational skills and keen attention to detail
• Strong computer literacy and proficiency in Microsoft Office applications
• Effective listening and problem-solving skills
• Excellent project management skills
• Understanding of technical products (electrical and lighting related product knowledge preferred)
• Uphold and implement Keystones Core Values, consistently aligning actions and decisions that reflect the core principles

Qualifications

• Passion for delivering exceptional customer service
• Experience in a fast-paced, dynamic environment
• Strong communication and interpersonal skills
• Ability to work independently and as part of a team
• Knowledge of electrical and lighting products is beneficial but not required

Skills

• Customer Service
• Team Management
• Technical Support
• Project Management
• Problem Solving

Benefits

• Medical
• Dental
• Vision
• Voluntary Life Insurance
• Employer-Paid Group Life Insurance
• Short-Term Disability
• 401(k) Plan with Company Match
• Paid Time Off
• Philanthropic Opportunities

Pay

Compensation is commensurate with experience.

Schedule

Hybrid schedule is available, with infrequent travel required, typically fewer than two times per year. Remote candidates may require up to 25% travel to Headquarters in Lansdale, PA as needed to support onsite collaboration with the team.