Technical Support Supervisor in Milford, New Hampshire

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AIRMAR TECHNOLOGY CORPORATION, is a world leader in innovation design and manufacturing of ultrasonic transducers is recruiting!
Supervises and coordinates daily activities of direct reports engaged in providing technical support to Airmar customers.
Provide troubleshooting and technical support via telephone and email to customers.  Advises customers regarding technical questions related to product function, performance, installation and proper use. Guide customers to troubleshoot and/or diagnose simple technical problems.
Respond to inquiries of a technical nature.  Handles escalated calls of a difficult nature, with the guidance of your Manager when needed.
Monitor and maintain group technical support voicemail and email.
Serves as a liaison between technical support and sales in the resolutions of customer issues.
Ability to read/understand wiring diagrams, technical data catalog information and other material pertaining to Airmar products.
Assist with appropriate Airmar product choices based on customer requirements and suggest/promote alternative products or services.
Team lead responsible for coordinating a method of tracking RMAs and customers complaints so the data can be used for trend analysis and product improvements.
Coordinate resolution of RMAs, communicates findings to appropriate personnel, and provides feedback to customers on the status of RMAs.
Responsible for writing and publishing Technical Data Advisories for both internal and external distribution.
Assist in writing the scope for boat testing of new products and/or products with reported problems.
Collaborate with colleagues to exchange information, such as selling strategies or marketing information.
Responsible for maintaining FAQ portion of Airmars website.  In addition, you will be responsible for making sure FAQs are added.
Travel required in support of business tradeshows and training initiatives.
Responsible for coordinating and conducting OEM and dealer training.
Develop and train technical support staff.
Work with Technical Writer to review and/or update Owners Guides as needed
Education/Requirements: Technical Associates degree and/or equivalent with at least three to five years of technical product customer service and response experience.  Electronics background is required.
Broad technical knowledge and analytical skills are essential.
Excellent oral and written communication skills.
Excellent presentation skills.
Superior interpersonal and telephone etiquette and an ability to interact effectively with customers, vendors, peers and management.
Good working knowledge of daily operating environment, product capabilities and customer applications.
Knowledge of Microsoft Office Suite, Internet and solid computer hardware.
Strong problem solving skills and inherent decision making ability is a must.
Self-starter with strong organization, time management skills.
Must have the ability to prioritize and multi-task.
Ability to identify and apply internal and external technical resources and serve as a technical resource to others.


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