Software Support Manager

If you're looking for a special place to build or grow your career, you've found it. Whether you're an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.

With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses ( around the globe, chances are, we have something special for you.

Toptech Systems is a global industry leader in automation and data management services. All of our hardware and software products are designed in-house, allowing us to provide excellent customer service to our clients at all levels of the supply chain.

Summary

Leads a team of technical support resources responsible for planning, directing, executing, and coordinating activities for designated case work to ensure that goals and objectives of support are accomplished within a prescribed time frame, costs, and commercial parameters. Is responsible for determining current and future resource requirements of cross-functional project teams to profitably grow the business and meet project objectives.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Leads a team of technical support resources

• Manages the day-to-day activities of the Support Team

• Improves customer service and quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.

• Develops, implements, and maintains a process that tracks the cross-functional support team's current and future capacity and needs.

• Determines customer service requirements by maintaining contact with customers, conducting surveys, forming focus groups, benchmarking best practices, analyzing information, and applications.

• Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing solution problems

• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; and implementing change.

• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; and enforcing policies and procedures.

• Uses the Daily Management process to ensure clear team communication and determine performance against customer requirements

• Confers with other Operations managers to provide technical advice and to resolve problems.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• A highly motivated individual must be able to work with minimal supervision and demonstrate excellent analytical and decision-making skills.

• Excellent oral and written communication. Customer service and support management. Responds promptly to customer needs (internal and external).

• Daily management principles and other lean methodology techniques.

• Completes administrative tasks correctly and on time.

• Solicits customer feedback to improve service.

• Manages Support team activities.

• Proactive communication with customers and internal Toptech personnel.

• Maintain excellent internal and external relationships with team members, clients, vendors, subcontractors, etc.

• Excellent knowledge of Microsoft Office tools.

Education and/or Experience

• Bachelor's degree (B.A.) from four-year college with minimum 3.0 GPA and/or 3 years of related experience.

• 3 years of Customer Service Management.

Applicants must be authorized to work for any employer in the U.S. Toptech Systems will not sponsor an employment visa for this role.

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

IDEX is an Equal Opportunity Employer . IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at [email protected] for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.

Job Family: Information Technology