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Tait Communications · 3 hours ago

Customer Support Engineer Manager

Houston,TX,US

Full-time

Onsite

Senior Level

5+ years exp

Tait Communications is a leading provider of communication solutions, and they are seeking a Customer Support Engineer Manager to enhance their customer support operations. The role involves managing technical support services, fostering customer relationships, and leading a team to exceed performance expectations.

Communications InfrastructureTelecommunicationsWireless

Work & Life Balance

H1B Sponsor Likely

Responsibilities

Deliver frontline technical support for customers, dealers and partners

Foster positive end-user relationships and drive customer satisfaction

Promote continuous improvement of Tier 1 and Tier 2 support, desktop administration, and telecom delivery for all stakeholders

Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary

Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s)

Adhere to and improve Tait standards

Analyze the business requirements to improve customer experience

Successful delivery of services and projects supporting the business both on time and within budget through proactive team management and leadership

Escalation and resolution of software issues to the information systems/development team

Escalation and resolution of third-party software/systems issues by the support team

Define team goals and lead staff to achieving desired results, and while being accountable for team performance

Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting

Develop and maintain Technical Support/knowledge base

Participate in trade shows and other events

Help with troubleshooting items with staff and other departments as needed

Manage and work with cross-team projects

Effectively lead team efforts and integrate the skills and strengths of individuals within team for project and organizational success

Establishes and manages a team with all the relevant disciplines and operational staff, including team building and counterpart identification with various departments and partners

Develops a detailed implementation plan in line with the agreed scope and resources

Oversees development of a monitoring and evaluation plan for the successive phases of the project to capture project performance and results

Accomplish department/division objectives by supervising employees and monitoring their progress and performance

Maintain departmental staffing by recruiting, selecting, orienting, and training employees and developing personal growth opportunities

Develop employees within their roles via coaching, counseling, and disciplining employees

Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges

Maintain safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations

Supports the Director, Information Security & Support by advising on program management, organizational development, pre-service education, in-service training, capacity building, and collaboration among Government, partners, and stakeholders

Establishes and manages a team with all the relevant disciplines and operational staff, including team building and counterpart identification with various departments and partners

Develops a detailed implementation plan in line with the agreed scope and resources

Oversees development of a monitoring and evaluation plan for the successive phases of the project to capture project performance and results

Qualification

Land Mobile Radio systemsTechnical leadershipProject managementLinux operating systemsHelixJiraCustomer serviceDiplomacy skillsTeam buildingOrganizational skillsFlexibility

Required

Bachelors in a related technical field or equivalent work experience

At least 5 years' experience in senior technical lead or managerial role

A highly developed practical knowledge of radio systems, including RF system design and installation

Software skills or aptitude in this field including an understanding of Linux based operating systems

Strong understanding of systems interoperability and heterogeny

Strong organisational and leadership ability

Project Planning and project management skills

Highly developed customer service and diplomacy skills

Aptitude to deal confidently/persuasively with customers

Flexibility and willingness to tackle any task

Ability to travel when needed

Preferred

Prefer at least 3 year's experience with Land Mobile Radio equipment, trunking systems and simulcast systems

Experience with Helix or Jira a plus

Company

Tait Communications

Tait Communications is a global leader in designing, delivering and managing critical communication solutions that help utilities.

Founded in 1969

Christchurch, Canterbury, NZL

501-1000 employees

http://www.taitradio.com

H1B Sponsorship

Tait Communications has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2021 (1)

2020 (1)