Senior Manager Technical Support

hace 1 semana

Guadalupe, México Acuity Brands A tiempo completo

**Job Summary**:As Manager Tech Support you will focus on completing department objectives by planning & evaluating department activities and managing staff. Generate forecasting and planning analysis to anticipate workload and resource demand. Responsible for recruiting, selecting, and ensuring new hires are properly prepared to positively contribute to our department. Develops personal growth opportunities as well as growth opportunities for direct reports. Responsible for implementing effective change management. Provides coaching, counseling, and discipline to employees. Helps to develop and coordinate system policies and procedures to ensure process adherence. Ensures effective and consistent communication among the team. Encourages feedback and customer insight to enhance the customer experience. Coordinating with other departments within in the company to ensure internal and external customer’s needs are met. Creates strategic KPI’s/goals that align with the company vision by gathering service, operations, and financial data. Delivers accurate and effective reports detailing KPI’s and summary relating to department performance. Defines objectives while identifying and evaluating obstacles to overcome. Evaluates options and puts together a course of action. Serves as an escalation path for team members, customers, agents, and internal employees in non-standard situations needing guidance. Ultimately responsible for delivering accurate, friendly, consistent and professional high-quality service to our customers.**Requirements and knowledge**:- Bilingual: English/Spanish- Excellent communication skills- Excellent customer service skills- Strong project management skills- Strong time management skills- Results driven- Strong leadership skills**Preferred qualifications**:- Proficient in one or more systems/technologies- Strong technical aptitude- Networking experience- Building Management System experience**Education**:- Bachelor's Degree

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