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Technical Support Lead:Adecco Personnel LimitedJob description:Technical Support Lead - Engineering
Technical Support LeadLocation ChristchurchCanterbury Job type Full Time Salary 80,000 to 110,000 Category Engineering > Electrical & Electronics » 100% Kiwi Owned, Leading brand » Fast-growing business » Great potential for career growth Job Summary: Are you a technical support expert with a passion for delivering exceptional customer service? Do you thrive in a fast-paced environment where you can use your problem-solving skills to help customers solve complex technical issues? If so, we have an exciting opportunity for you! The Technical Support Team Lead will be responsible for leading a small team of Technical Support Specialists and ensuring that the team provides exceptional customer support and troubleshooting for Fleetpin's GPS tracking and telematics products and services. The role involves collaborating with colleagues across the company in Customer Success, Sales, and Software Engineering departments to ensure customer inquiries and escalations are managed efficiently and effectively. The role will also include hardware and software research and development into new ideas and innovations that provide solutions to customers' diverse needs and problems. The ideal candidate will have experience in technical support, team management, customer service, and be an innovative person that has a degree in electronic/electrical engineering. Key Responsibilities: » Lead a team of Technical Support Specialists: Manage and support a team of Technical Support Specialists, ensuring that they are providing exceptional customer support and troubleshooting. » Customer Escalations: Manage customer escalations and ensure they are resolved in a timely and effective manner. » Data Management: Oversee the accuracy and completeness of customer data and notes. » Technical Issue Resolution: Oversee technical issue resolution and ensure that customers receive the best possible support in a timely manner. » Process Improvement: Continuously improve team processes and protocols to optimise customer support and troubleshooting. » GPS Technology Expertise: Apply expertise and innovation in electronic technology to lead the Technical Support team and improve customer satisfaction. » R&D Innovation: Apply expertise and solutions-based research and development skills to create and provide effective products to solve Fleetpin's product and service offerings. Qualifications: » Degree in Electric Engineering or related field. » Technical support experience. » Team management and leadership experience. Team leadership such as possible methods on how they might ensure KPI's are met, prioritise tasks, motivate staff to perform etc. » Excellent verbal and written communication skills. » Strong problem-solving and solution-focused skills. » Experience with CRM systems and processes (preferred). » GPS provider experience (advantageous). Technical requirements: » Electronic/DC Electrical focused with less emphasis on software and computer hardware. » Good knowledge of auto electrical field, with good software and firmware skills, who are capable of managing a small tech support team, able to go out into the field in rural or urban environments to repair, install or diagnose GPS installation or hardware issues, » In addition to being at home in the office diagnosing, repairing, creating new solutions to solve customers problems or assisting our off-shore hardware manufacturer diagnosing and solving firmware issues, as well as ensuring the team is correctly configuring devices and shipping them to customers as soon as possible to maintain our excellent standard of service. » Good knowledge of DC 12/24V electronic hardware, including configuration code, and firmware » Good knowledge and natural ability to quickly learn software systems and diagnose hardware, software and installation issues through software, and other sources. » Excellent phone and written communication skills who is a problem solver. » Ability to think and solve problems on their feet whilst also being innovative and open to thinking outside the square. If you are interested in pursuing this role as your next career opportunity, please click 'APPLY' now. In the meantime, if you have any questions or would like to schedule a further discussion, please feel free to email Leo at E-Mail: lliu@adecco.co.nz. We are excited to hear from you! Adecco is acting as an Employment Business in relation to this vacancy. The Adecco Group is an Equal Opportunities Employer. share Go Back Apply Now Apply with Adecco Save for later Reference number 200111969_168411769389236 Contact Details Leo Liu Date Posted 15/05/2023 12:28:00 PM Skills:
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