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- Senior Technical Support Specialist
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Manager, Senior Technical Support
Company | Blackline Safety |
Address | Calgary, Alberta, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet |
Expires | 2023-10-02 |
Posted at | 8 months ago |
Blackline Safety is looking for a Manager for our Senior Technical Support team. This role is responsible for providing senior level technical analysis and problem resolution for our Blackline Safety products. In this role, you will drive the development of service programs through our distribution partners that match our world class connected safety system.
- Develops a billable site visit cost structure and produces programs to educate the organization
- Lead a team of advanced technical professionals to achieve excellence in problem resolution, root cause analysis and proactive technical solutions
- Develop reporting that supports our service level performance
- Provide expert advice to our customers internally and externally
- Drive and inspire problem resolution and process improvements by leveraging analytics data and provide relevant supporting reports to the organization
- Manages product rollouts and firmware upgrades as it relates to technical support
- Coordinate onsite technical visits for the team and guide the preparation of site visit plans. Travels to customer sites as required to determine technical solutions
- Provide and implements scalable solutions to support global expansion of our technical services
- Develop Distributor Service programs and manage the service levels of our partners
- Ensures contracted support service levels are met
- Collaborates with the Technical Support Managers globally to ensure alignment in product knowledge, problem resolution and sound escalation practices
- Champions product knowledge for new and existing hardware, software, and communications networks.
- Identify customer knowledge gaps through the problem analysis process to improve customer deployment efforts and minimize calls for support
- You own the global escalation and management of hardware, software and network related issues and are the conduit for information between technical support and internal development, quality, and engineering teams.
- Attend customer facing meetings as required to support our Client Success team
- Develops a key account strategy for the advanced technical support team
- Possesses a genuine interest and concern for the safety of our customers, coworkers, and staff
- Intermediate-advanced level skills with Microsoft products
- 10 years’ experience in a technical support or a technical service role
- Able to effectively communicate technical issues to users of various backgrounds
- Demonstrated problem analysis using data analytics tools (i.e., Power BI) and applied use of KPI’s and metrics
- 5-8 years of people management experience in a technical capacity with the ability to create a positive, challenging, and meaningful work environment.
- A team player who offers solutions and ideas to continually improve the business
- A background in gas detection would be considered an asset
- A driven and focused approach to seek out the root cause of technical problems and obtain solutions
- Demonstrated experience in process development and continuous improvement
- CRM or case management system experience and ability to interpret data into actionable outcomes (NetSuite considered an asset)
- You want to be part of a growing company and are committed to supporting the vision and values of Blackline Safety
- Demonstrated project management aptitude and experience
- An exciting high-growth environment
- An experienced, dynamic, and highly motivated team
- Company stock purchase plan with matching contributions
- Extended Health, dental and vision care
- Supportive, challenging, and collaborative culture
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