Technical Support Manager

Somfy is seeking a Technical Support Manager to manage our call center and tech support initiatives. The Technical Support Manager will be responsible for overseeing all aspects of technical support operations, ensuring timely resolution of customer issues and maintaining high levels of customer satisfaction. The ideal candidate will have a strong technical background (electromechanical products preferred), excellent communication and leadership skills, and a passion for delivering exceptional customer service.

• Lead, mentor, and motivate a team of technical support agents; assign and direct work in coordination with the Call Center Operations Lead (e.g. case management, escalation procedures, and resource allocation.)
• Define KPIs and operational goals for team members that align processes, resources, and department goals to reach current and future objectives.
• Foster a positive and collaborative team environment focused on achieving goals and objectives; provide team coaching and performance evaluations.
• Monitor support queues to ensure timely response and resolution of customer issues.
• Develop and implement strategies to improve efficiency and effectiveness of support processes.
• Serve as a subject matter expert on product features, functionality, and troubleshooting procedures.
• Assist team members with complex technical issues and provide guidance on resolution strategies.
• Stay informed about industry trends and best practices in technical support.
• Encourage team members to look for opportunities for process simplification and improvements
• Focus the team to drive fast and clear resolution while mitigating business risks
• Monitor customer feedback and identify areas for improvement in support services.
• Work closely with cross-functional teams including sales, customer service, product marketing to address customer concerns and enhance the overall customer experience.
• Prepare regular reports on team performance metrics, including case volume, response times, and resolution rates.
• Analyze data to identify trends, patterns, and opportunities for improvement
• Strong skills in managing relationships with business clients are essential. This includes the ability to communicate effectively, understand and anticipate client needs.

Requirements

• Bachelor's degree (B.S.) from four-year college or university
• Proven experience in a technical support role, with at least 5 years of experience in a leadership or management position.
• Technical experience with electromechanical products
• Strong technical aptitude and familiarity with software and hardware troubleshooting
• Proven experience with problem solving skills to deliver highest level of service excellence.
• Excellent written and communication skills, with ability to communicate to all levels of the organization.
• High level of proficiency in Excel and PowerPoint and presentation skills with experience communicating on a management level.
• Self-motivated, ability to thrive in a fast-moving, and constantly evolving environment
• Strong business acumen with a history of using data to solve problems, deep analytical and technical mindset, and an ability to drive and own business relationships.
• Experience with phone systems and CRM systems such as Salesforce,