MGR- Post Sales Tech Customer Support:IP/telephony/LMR products

Industry leader is searching for a Manager of Post Sales Technical Customer Support for their Public Safety Land Mobile Radio Systems Product Division.

Overall Management of after-sale Customer Support for all systems including parts support, system programming and system revisions. Emergency services must be available 24 hours a day, 365 days a year. Ensure, to the greatest extent possible, that all customers are satisfied with the products and services provided by the company.

Job Duties:

1. Manage the overall, day-to-day operations of the Technical Assistance Department. Ensure that the staff renders competent technical support and services.

2. Directly supervise all Customer Support personnel. Hire, review, counsel and terminate as required.

3. Oversee the resolution of customer complaints.

4. Create and enforce ISO 9001 policies and procedures for departmental operations.

5. Coordinate with the management team to resolve problems and identify their root causes.

6. Develop and manage income-generating opportunities that allow Technical Assistance to function as a profit center for the company.

7. Manage and maintain customer as-built archive files.

8. Equip and maintain a Customer Support laboratory system to assure that fielded systems can be closely replicated to analyze reported problems.

9. Be available via cell phone/pager to resolve emergencies on a 24 hour/7 day basis.

10. Travel to customer sites on occasion as may be required.

14. Perform related duties as assigned by Management.

Requirements:

Minimum of 5 years experience managing a technical help-desk.
Experience in managing a field support department of telephony related (switch-based telephony products) or telecom related products. Experience in creating processes and driving results in a field support/technical support environment.
Experience servicing Public Safety, Land-Mobile Radio systems is preferred, but not required.
Two years experience servicing Orbacom products is a major plus. Possession of a Certificate of Successful Completion of training for all Orbacom products is also a major plus.
Minimum of a Bachelor’s Degree in Electronics Technology from a recognized institution or its equivalent.
Fluent in the use of Microsoft Windows and Windows-based applications.
Ability to successfully manage a technical and administrative staff, working in a high-stress environment.
Excellent electronics systems troubleshooting skills (diagnosis, tech support, etc).
Excellent written and oral communications skills and interpersonal/human relation skills.
Ability to handle multiple priorities simultaneously.
Some travel to customer sites may be required for escalated, high priority customer issues (10-15%).
REQUIREMENTS
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