Technical Support Manager

With over 10+ years of experience in the laser engraving industry, OMTech is a trusted name in the laser engraving community. At OMTech, our passion for laser machines and the engraver community we serve is our source of pride.

The Technical Support Manager at OMTech Laser is responsible for overseeing the technical support team, ensuring high-quality customer support, and maintaining service excellence. This role involves managing daily operations, providing technical guidance, and supporting the development of team members. The Technical Support Manager will ensure timely and effective resolution of technical issues and contribute to the continuous improvement of support processes.

Requirements

• Lead and manage a team of technical support specialists responsible for providing assistance to customers experiencing issues with OMTech laser systems. Provide guidance, training, and mentorship to ensure the team delivers high-quality technical support services.
• Serve as the escalation point for complex technical issues that cannot be resolved by front-line technical support staff. Investigate escalated cases, analyze root causes, and work with internal teams to develop and implement solutions to address customer concerns effectively.
• Assist technical support staff in diagnosing and troubleshooting technical issues reported by customers. Provide expertise and guidance in resolving technical problems related to laser system operation, software functionality, hardware components, and system integration.
• Maintain regular communication with customers to provide updates on the status of escalated cases, gather additional information as needed, and ensure timely resolution of technical issues. Foster positive relationships with customers by demonstrating empathy, professionalism, and a commitment to customer satisfaction.
• Develop and maintain technical documentation, including troubleshooting guides, knowledge base articles, and FAQs, to assist customers and technical support staff in resolving common technical issues efficiently. Ensure that documentation is accurate, up-to-date, and accessible to all relevant stakeholders.
• Monitor the quality and consistency of technical support services provided by the team. Conduct regular reviews of support interactions, provide feedback and coaching to team members, and identify opportunities for improvement in processes, procedures, and service delivery.
• Coordinate and facilitate training sessions, workshops, and skill-building exercises for technical support staff to enhance their technical knowledge, troubleshooting skills, and customer service capabilities. Promote a culture of continuous learning and professional development within the team.
• Set performance goals and objectives for technical support staff, monitor performance metrics and KPIs, and provide regular performance feedback and evaluations. Recognize and reward top performers and provide support and guidance to team members who may be struggling to meet expectations.

Preferred:

• In-depth knowledge of laser systems, laser technology, and related components, including laser sources, optics, control systems, and software applications.

Salary:

• $65,000 - $80,000

Benefits

• Health & Dental Insurance
• PTO
• 401k
• 401K Matching
• Employee Discounts