Technical Support Manager

SUMMARY  This position is responsible for day to day management of  the OE Technical Support team. This individual would have approximately 13-20 direct report employees.  Position manages a team who is responsible for providing accurate and efficient technical tool, software, and diagnostic assistance to customers whether received direct from customers or customer service representatives (on behalf of customers). Technical assistance includes item code identification, troubleshooting usage problems, instructional clarification, application information, service part identification, software loading assistance, and software code generation.  Diagnostic assistance requires Windows OS troubleshooting, PC hardware troubleshooting, wireless and networking troubleshooting, and understanding of the software and re-imaging processes.  The team is also responsible for properly determining whether a product requires service repair.  ESSENTIAL DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS) 1.  Create written interdepartmental procedures.  2.  Hold regularly scheduled monthly team meetings.3.  Requires a complete understanding of the order processing system and department procedures4.  Set up and arrange for product training and familiarization sessions, including on site training at customer/supplier locations as needed5.  Recommends and implements process and technology improvements6.  Provide feedback loop to respective teams as it relates to common problems or quality issues that arise through customer communication and tracking of Technical calls7.  Monitor customer service and technical service calls to observe employee’s demeanor, accuracy and conformity company policies.  Provide regular written evaluations of call handling.8.  Prepare, post, maintain, and review excellent call performance metrics and provide this information to the OE teams on a weekly basis. Ensure call metric goals are being met on a consistent basis or actions taken to meet these commitments.9.  Prepare and monitor work schedule for proper departmental coverage10. Handle escalated customer calls11. Recommend corrective action to resolve customer complaints12. Interview and recommend potential candidates for open positions13. Attend customer meetings as requested by the Sales teams14. Work closely with OE Business Team Leaders, Account Managers, and Account Support Representatives 15. Strategically review and recommend departmental improvements as mandated by changes within the business or areas not currently supported adequately16. Monitor Support Management System (SMS) for accuracy, completeness and ticket resolution.  Document and coach employees on improvement opportunities.17. Ability to adapt and lead the support team into new support strategies as SPX evolves it tool strategies to meet new market needs.  EDUCATION AND EXPERIENCE 1.  Experience managing a call center staff preferred2.  Working knowledge of the BaaN system preferred3.  Excellent oral and written communications skills4.  4+ years of relevant automotive experience or technical training5.  Bachelors degree highly preferred6.  Strong technical knowledge of both hardware and software - specifically as it relates to automotive tools, software loading and re-imaging processes, and diagnostics (networking, troubleshooting, LAN/PC integration, etc)7.  Basic to advanced understanding of TCP/IP and various Internet communication protocols, wireless networking, Network Card configuration, and use of Remote Desktop Protocol (RDP) or other remote support tools highly preferred. Please click here to APPLY! SPX is an EOE. Company: SPX Tools & Equipment Location: Warren, MI 48092 Status: Full Time, Employee Job Category: Customer Support/Client Care Relevant Work Experience: 2+ to 5 Years Career Level: Manager (Manager/Supervisor of Staff) Education Level: Bachelor's Degree Company: SPX Tools & Equipment Reference Code: 102304