The Manager of Customer Support will be in a very visible leadership role to our customers and must demonstrate exceptional leadership, personnel management, and organizational skills. Employee will be responsible to oversee the creation and success of a highly integrated customer service center composed of engineers & customer service representatives, in meeting and exceeding support metrics and SLAs. In this role the candidate must be technical and will challenge the team to solve problems and improve the delivery of our services.

1.Provide strong, dynamic leadership that mentors, develops, and guides team members to achieve Customer Satisfaction goals.

2. Oversight and Direction of the Help Desk.

3. Ensure the Customer Support Team is adequately trained and knowledgeable on all technologies supported by KPI.

4. Be the focal point for our partners, holding them accountable for delivering highly dependable solutions and response times when called upon.

5. Work with Field Service Director and team to provide prompt field service to our customers when required.

6. Responsible for the development and administration of annual department budgets to attain business goals with operational stability

7. Act as the trusted advisor, both internally and externally, to ensure targets and profitability goals are met.

8. Leverage KPI’s Management Executives and other senior Business Unit Leadership when appropriate, to strengthen client relationships.

9. Build and manage influential customer relationships via cadence calls and post-incident reviews.