Technical Support Manager
Avigilon, a Motorola Solutions Company, provides trusted security solutions to the global market. Avigilon designs, develops, and manufactures video analytics, network video management software and hardware, surveillance cameras, and access control solutions. Avigilon’s solutions have been installed at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.
Reporting to the Senior Director, IT, Facilities and Customer Service, the Technical Support Manager is responsible for owning the customer experience in the Technical Support department and ensuring operational efficiency, employee efficiency and employee happiness. Measuring the team’s performance through creative metrics, subjective observations and customer feedback are a few of the tools that will help guide the way to success in this role. In addition, this role oversees phone coverage, and resource time in order to meet target service levels and quality measures. You will be responsible for developing and maintaining a strong understanding and knowledge of Avigilon products in order to be successful in this role. A strong customer-focused mentality will be key, along with the ability to instill this amongst team members.
Your leadership will help cultivate and guide a highly collaborative and motivated team of Technical Support Team Leaders, Technical Support Escalation Points and a Business Analyst. Great communications skills—both verbal and written—are essential as you bring clarity to unclear situations. A passion for continuous improvement and looking for ways to automate or improve processes is essential. Being able to build and maintain productive and communication rich relationships with the leaders across Avigilon is essential.
As the first incumbent in this new role, you must be adaptive, flexible and proactive. Change is the only constant in our fast growing and fun company. Embracing that change and implementing amazing improvements of your own will cement your success.
Preference will be given to candidates with one or more of the following:
Perks and Benefits:
As a full-time employee at Avigilon, you are eligible to receive a comprehensive benefits package which includes MSP, extended health, dental, medical insurance while travelling You will also receive a health spending account to cover additional healthcare costs, such as vision care, RMT and chiropractor visits.