• Technical Support Manager

    Job Location CA-BC-Vancouver
    Job ID
    # Positions
    Job Type
    Permanent Full Time
  • Job Description

    Technical Support Manager

    Vancouver, Canada


    At Avigilon we are helping solve some of the biggest challenges around safety and physical security by developing advanced artificial intelligence (AI) technologies and products that are used to help keep people, businesses, and cities around the world safer. Avigilon, a Motorola Solutions company, designs, develops, and manufactures advanced AI, video analytics, network video management software and hardware, surveillance cameras, and access control solutions that help change the way people interact with their security systems.

    Founded in 2004 in Vancouver, Avigilon has been a driving force behind the security industry’s AI evolution and has continuously been a company that stands for innovation and growth. At Avigilon, you will find a culture of thought-leaders who are passionate about creating exciting new solutions for security and surveillance. We seek problem-solvers who are eager to rise to the challenges of a continuously evolving technological industry, and those who want to make an impact of the safety of people and businesses globally.


    Position Overview:

    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.


    Responsibilities include:

    • Develop and maintain a strong understanding of Avigilon products
    • Ensure the Technical Support team provides accurate and timely resolutions to customer issues related to the deployment, troubleshooting, and installation of Avigilon solutions
    • Handle escalated issues that require management intervention (may require dispute resolution related to customer issues)
    • Handle scheduling and coordination of required on-site resources (Sales Engineering) for escalated issues
    • Ensure all requests (via phone, web, chat, email) are tracked and maintained accurately in the case management system
    • Manage on-call emergency support on a rotating basis amongst the technical support team
    • Build a motivating and encouraging environment, and provide leadership and direction to the team
    • Instill a strong customer-oriented mentality amongst team members
    • Produce weekly reports for the company’s Executive Team that shows the current service level, customer satisfaction score, closed cases with a brief commentary where required
    • Ensure technical support department maintains its defined service levels
    • Hire and supervise training of technical support staff as per the agreed to hiring plan
    • Implement and document new initiatives and processes, as well as maintain existing processes
    • Implement new tools and services in Technical Support as required to ensure scalability within the department
    • Identify and raise awareness related to inefficiencies in our processes to allow for continuous improvement
    • Work on Projects effecting the Technical Support department as a Project Manager or resource



    • 5 years of experience working in Customer Support leadership roles
    • 5 years of experience of management experience
    • Understanding of learning practices, social media, process design
    • Multi-channel Contact Center operational experience
    • Excellent time and project management skills
    • Demonstrated people leader with a positive can do attitude
    • A high degree of independent thinking and judgment
    • Excellent verbal, written and presentation skills
    • Self-starter that learns and adapts quickly to new systems, software and hardware


    Preference will be given to candidates with one or more of the following:

    • Experience leading a global Customer Support organization
    • Salesforce, SAP experience
    • Contact Centre phone systems (inContact)
    • Degree or Diploma in a related discipline
    • Multilingual




    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. 



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