Globe Wireless | Company

Employment » Customer Support Supervisor - Palm Bay, FL

Customer Support Supervisor - Palm Bay, FL

The Customer Support Supervisor supervises and coordinates the technical support of Globe Wireless customers by installation engineers, field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following: complex electro/mechanical equipment, sophisticated computer systems, software systems/applications, satellite, or networking and wireless networking systems. Supervises Customer Support Engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. Establishes and maintains lines of communication with design engineering and software development on design, reliability and maintenance issues. Ensures that Customer Support Engineers are current with the latest product upgrades and/or new product releases. May be involved in customer installation and training programs. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Critical Skills / Knowledge / Abilities

Process:

Define and document business processes
Document requested system requirements
Verification that contacts are being populated in CRM

Reporting:

Review phone answering statistics on a weekly basis, address any issues and implement corrective actions as required
Review and report Call Center Statistics (weekly, monthly, quarterly, and yearly basis)
Provide input into the company dashboard

Management:

Provide mentoring and informal performance feedback on a regular basis
Manage Customer Support staff (Hiring, training, mentoring, use of CRM system, and work schedules)
Recognize high performance and adequately celebrates team successes
Prepare personnel reviews as required and submit to management for review
Facilitate knowledge sharing within product line management team and technical support group

Major Duties and Responsibilities

· Leadership of a team of Customer Support Engineers with varied levels of education and experience

· Responsible for team development, quality performance, and customer service driving operational excellence and Customer Satisfaction

· Conduct an ongoing needs assessment, identification of issues and implementation of corresponding actions

· Solve operational issues, achieve continuous improvement by soliciting and implementing new ideas and facilitate problem solving

· Perform daily management of phone calls and inquiries in and out of Customer Support Center. Monitor and report on telephone statistics

· Become a professional point of contact with customer(s) while developing a network of professional relationships internally

· Drive selective hiring and retention of exceptional talent

· Openly communicate to management regarding open issues, progress toward goals and completed efforts

· Provide high-level installation technical assistance to Globe Wireless and customer installation personnel

· Provide high-level post-sales technical assistance to end-users of Globe Wireless and third-party equipment

· Provide technical assistance to external and internal customers in the operation & maintenance of complex satellite equipment, PC Networks and telecommunications support equipment

· Regularly interact with customers by telephone, email, or in person, on routine operating concerns, providing problem diagnosis and resolution

· Advise customers of normal operating & maintenance routines along with corrective procedures to resolve most routine operating problems.

· Provides servicing and repair of equipment where problems are complicated and require technical knowledge and judgment as well as a thorough knowledge of the company’s procedures and policies along with an ability to adapt procedures to deal with a multiple of problems.

· Completes service requests for all activities along with Return Material Authorization (RMA’s) service updates

· Ensures that the team’s knowledge on technology, product changes, updates and new releases is continually updated

· Provides training to Globe Wireless Sales, telecommunications personnel, and Customers.

· Assists in the writing of and updates of User Guides & Installation documents, designs and application engineering for Customer Networks

· Provides feedback to Management, Research & Development and Product Marketing on recurring issues or other technical matters that are related to product design, operation or documentation

· Supports and demonstrates equipment in an application laboratory

· Able to understand, support, and is able to follow auditable processes and procedures

· Other reasonable or related duties as assigned

Education, Experience, and Job Knowledge

· A Bachelor's degree in Electrical Engineering from an accredited college or university or an equivalent combination of industry experience. Military experience welcome.

· A minimum of 10 -15 years engineering, technical sales support, customer support or field service experience in the field of telecommunications working with telecommunications, satellite, or PC Networks equipment is desired.

· Must be an effective communicator both verbally and written

· Work effectively as a solo contributor and with other groups and business units

· Have excellent troubleshooting and problem solving skills

· Good computer skills, familiar and able to use the Microsoft Office products.

· Must have an extensive knowledge of satellite fundamentals

· Able to interpret mechanical and electrical schematics and drawings

· Ability to work and take directions from written and verbal instructions

· Ability to work efficiently with little or no supervision

· The above qualifications are not to be interpreted as a complete and detailed job description of all requirements for the job.

Travel Requirements:

Able to travel up to 25%

Physical Requirements:

Able to lift up to and in excess of fifty (50) pounds

Please send cover letter with salary history and resume to:

Careers@globewireless

Submit qualifications and resume to:

HR@globewireless.com

Include salary history and requirements. EOE.