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Technical Support Manager

Somfy

Somfy

IT, Customer Service
South Brunswick Township, NJ, USA
Posted on Thursday, May 16, 2024

Company Description

As the preferred partner for window and door automation, SOMFY is committed to inspiring new and better ways of living for all.

As a French, family-owned, and independent group, in continuous growth since our creation, we have been world leaders for 50 years and pioneers in home automation. Innovation continuously guides our work and guarantees the excellence of our solutions.

We are present in 58 countries, with eight production sites and 17 R&D centers. We are deeply committed to the well-being of our 7,000 employees, we promote their sustainable employability by promoting internal mobility and developing their skills. We foster diversity and inclusion by building on our strong corporate culture.

SOMFY® is the leading global manufacturer of strong, quiet motors with electronic and app controls for interior window coverings and exterior solar protections. Over 270 million users worldwide enjoy the more than 170 million motors produced by Somfy. During the past 50 years, Somfy engineers have designed products for both the commercial and residential markets to motorize window coverings such as interior shades, wood blinds, draperies, awnings, rolling shutters, exterior solar screens and projection screens. Somfy motorization systems are easily integrated with security, HVAC and lighting systems providing total home or building automation.

Job Description

Somfy is seeking a Technical Support Manager to manage our call center and tech support initiatives. The Technical Support Manager will be responsible for overseeing all aspects of technical support operations, ensuring timely resolution of customer issues and maintaining high levels of customer satisfaction. The ideal candidate will have a strong technical background (electromechanical products preferred), excellent communication and leadership skills, and a passion for delivering exceptional customer service.

  • Lead, mentor, and motivate a team of technical support agents; assign and direct work in coordination with the Call Center Operations Lead (e.g. case management, escalation procedures, and resource allocation.)
  • Define KPIs and operational goals for team members that align processes, resources, and department goals to reach current and future objectives.
  • Foster a positive and collaborative team environment focused on achieving goals and objectives; provide team coaching and performance evaluations.
  • Monitor support queues to ensure timely response and resolution of customer issues.
  • Develop and implement strategies to improve efficiency and effectiveness of support processes.
  • Serve as a subject matter expert on product features, functionality, and troubleshooting procedures.
  • Assist team members with complex technical issues and provide guidance on resolution strategies.
  • Stay informed about industry trends and best practices in technical support.
  • Encourage team members to look for opportunities for process simplification and improvements
  • Focus the team to drive fast and clear resolution while mitigating business risks
  • Monitor customer feedback and identify areas for improvement in support services.
  • Work closely with cross-functional teams including sales, customer service, product marketing to address customer concerns and enhance the overall customer experience.
  • Prepare regular reports on team performance metrics, including case volume, response times, and resolution rates.
  • Analyze data to identify trends, patterns, and opportunities for improvement
  • Strong skills in managing relationships with business clients are essential. This includes the ability to communicate effectively, understand and anticipate client needs.

Qualifications

  • Bachelor's degree (B.S.) from four-year college or university
  • Proven experience in a technical support role, with at least 5 years of experience in a leadership or management position.
  • Technical experience with electromechanical products
  • Strong technical aptitude and familiarity with software and hardware troubleshooting
  • Proven experience with problem solving skills to deliver highest level of service excellence.
  • Excellent written and communication skills, with ability to communicate to all levels of the organization.
  • High level of proficiency in Excel and PowerPoint and presentation skills with experience communicating on a management level.
  • Self-motivated, ability to thrive in a fast-moving, and constantly evolving environment
  • Strong business acumen with a history of using data to solve problems, deep analytical and technical mindset, and an ability to drive and own business relationships.
  • Experience with phone systems and CRM systems such as Salesforce,

Additional Information

Hybrid: Tue, Wed, Thursday required in-office days.

10-15% travel to support teams

Successful onboarding will require travel to North American office locations (4) and mandates a five-day in-office presence per week over a 90-day period

  • Competitive salary commensurate with experience.
  • Full corporate benefits package, including health, life, and disability. 401K contribution with generous match.

All your information will be kept confidential according to EEO guidelines.

The protection of our candidates’ personal data is a commitment of Somfy Group. We therefore ask any candidate to submit their application to us exclusively via our secure system, and not by email or postal.