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Technical Support Engineer Manager

March 27, 2013 - May 21, 2013
Location:Draper, UT
Employment Type:Full Time
Department:PS Customer Support
Description:StorageCraft is looking for an experienced Technical Support Engineer Manager to manage our technical support engineering team (tier-3 team). This position will interface with the other managers within professional services and external to professional services.
Duties:• Manage the day-to-day activities of the technical account engineering team.
• Assign and oversee team member’s duties that go beyond regular Tier-3 duties (i.e.; forums, knowledge base articles, country partner management, development and QA interface, etc.)
• Oversee day-to-day case management, including ongoing case review, to ensure that all cases assigned to Technical support (tier 1 & 2) and Technical account engineering (tier 3) are handled according to defined processes.
• Train and educate new team members on responsibilities, duties, and technical requirements.
• Oversee external technical support training of partners/OEMs.
• Responsible for identifying new hires and performance evaluations of current employees.
• Coach team to provide excellent customer services to all customers – internal and external.
• Oversee the continuous evaluation of process improvements within the department to streamline processes and procedures, eliminating rework and reducing productivity variations whenever possible.
• Deliver reports and management updates to management on a regular basis.
• Ability to work with other professional services departments, as well as external departments, to enhance the output of the technical support/account engineering team and other StorageCraft teams.

This individual must be customer services oriented and willing to help people. This individual is results oriented, demonstrates enthusiasm, resilience and a will to win attitude. They must be able to effective communicate verbally as well as in writing. Be able to delegate, build strong relationships, drive continuous process improvement and handle multiple priorities.
Qualifications:• Ten+ years of experience on a technical support tier 3 or equivalent level
• Two years of experience as Technical Support Manager or team lead
• Extensive experience with the design, development, and implementation of Customer Management Systems such as Salesforce, Microsoft CRM
• Excellent verbal and written communication skills
• Able to handle issue escalations (strong experience with conflict resolutions)
• Experience with handling dissatisfied customers
• Passion for outstanding customer service

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