Email Opening Title Technical Support Manager  About the Organization Activu Corporation (activu.com) is a provider of intelligent visualization and data collaboration solutions to command and control environments. Powered by Vis/ability, our market leading software, our open system solutions dynamically build "situational awareness" for military, public safety, transportation, energy and corporate security teams by aggregating visual information from across an organization and delivering it to command center video walls, or to operator desktops and mobile devices in the field. Our credentials are stellar in the markets we serve. We are based in Rockaway, NJ and also operate a satellite Washington, DC location.   Position Technical Support Services Manager   Description Provide leadership and day-to-day management to the Technical Services and Support team with responsibility for all aspects of post-installation customer support/services. This includes delivery of the technical support tasks and processes, customer training coordination, trouble-shooting customer issues, on-site preventative maintenance, and support renewals administration. Oversee training and development of team personnel (Technical Support Engineers - TSEs, and Customer Service Representatives - CSRs) in both technical skills and customer interaction skills to provide an outstanding customer experience. ***Hours worked: 40 Per Week, plus 24x7 On-Call Rotation as Scheduled/Required Essential Duties & Responsibilities: Drive customer issue resolution through team leadership, customer engagement, technical acumen, and cross-functional relationships. Provide technical and procedural guidance to assigned TSEs and CSRs. Monitor the incoming Technical Support phone lines, email, & web portal queues to ensure that all incoming customer requests are picked up and responded to promptly. Lead the daily Technical Support Scrum and assist team members as required by (re-)assigning customer issues and by addressing any blocking issues reported. Field urgent customer support issues from customers. 25%-50% of the Technical Support Manager's time may be spent directly on the telephone, in online chat, or email with customers, responding to technical information requests, implementation, and operational inquiries & problems. Ensure all customer communications & interactions are documented in the issue tracking and product defect tracking systems. Maintain a dashboard of relevant metrics (e.g., Response Time, Time to Resolution, Total Cases, Customer Satisfaction, etc.) and ensure TSE & CSR compliance with customer SLA commitments. For critical issues, proactively notify senior leadership and keep them updated on the customer situation. Escalate issues to QA or Development when the next technical action is unknown. Coordinate on-site support visits (preventive maintenance and emergency visits). Oversee the support contract quoting process. Coordinate all customer training (remote and on-site). Work with 3rd Party vendors in support of the RMA process. Maintain a Knowledge Base of technical information on Activu products, especially legacy solutions. Develop content as well as solicit and vet input from TSEs, QA, Development, etc. Coordinate with other departments as needed to meet client requirements. Other tasks as assigned by Management from time to time. Supervisory Responsibilities: Provide direct daily supervision to the Technical Support Engineers and Customer Service Representatives. Recruit, Hire and develop employees and perform performance evaluations of direct reports. Onboard newly hired team members by making available introductory and advanced training on Activu products and procedures and monitor new team members' progress and readiness. Maintain regularly scheduled self-study and/or instructor-led technical and customer interaction skills training, together with informal seminars and 'lunch & learn' opportunities for continued team skill advancement.   Position Requirements Education: Bachelor’s degree in a STEM discipline (EE, CS, CE, IT) and 4-7 years of experience in technical support or an advanced IT help desk position. An Associate degree and 3-5 additional years of relevant technical experience may be substituted for a Bachelor’s degree. An advanced degree is considered a plus. Experience: Technology experience with software, networks, video displays, and computing hardware. Experience leading and motivating employees to achieve a common goal. Prior experience with ServiceMax and Salesforce cloud computing software is a plus.   Specific Skills and Certifications: US Citizenship required Competent with MS Office suite (Outlook, Word, Excel, PowerPoint, etc.) Industry certifications, such as MSCNE, CCNA, CTS, etc. are not required but may be helpful. Candidates must demonstrate the following through experience and conduct:  Excellent verbal & written communication skills. Self-motivated & able to work in a professional environment with limited direct supervision. Ability to achieve goals by working with and through others in a collaborative manner. Ability to motivate and coach/mentor/develop resources to achieve desired team results. Ability and willingness to work directly with customers on the resolution of complex technical issues Excellent diagnostic, troubleshooting & problem-solving skills. Physical Demands / Work Environment: Hybrid Remote/Office Work Environment. May occasionally spend time on warehouse/assembly floor working with equipment integration & cabling. Lifting (up to 50 lbs.) may be required as part of project work. Travel (up to 20%) to customer locations may be required.   Benefits: Medical, Dental, and Vision Life & Disability Accidental Death & Dismemberment insurance Flexible Spending Account 401(k) program + Corporate Match PTO & Vacation   Activu Corporation is a Federal Contractor, and as such is required to follow the President’s Executive Order 14042.   Full-Time/Part-Time Full-Time   Exempt/Non-Exempt Exempt   Location Activu Headquarters   EOE Statement Activu Corporation is an Equal Employment Opportunity Employer. Activu provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Activu complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.   Tags   This position is currently not accepting applications. To search for an open position, please go to http://ActivuCorporation.appone.com WE ALSO RECOMMEND Other Jobs Within Same Category -- None found -- Other Jobs Within 60 Miles -- None found --

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