Technical Support Manager - Remote Position

Are you the kind of person who enjoys leading a team of passionate professionals dedicated to providing a perfect customer experience? Do you have a technical support content strategy focused on reducing the technical burden of phone-based support? Are you a team leader who empowers front-line employees to creatively resolve customer issues by leveraging their individual skills and the complementary skills of their peers? Can you proficiently remove barriers that may obstruct our front-line employee’s ability to provide a predictably positive customer experience? Is coaching employees to develop their skills and professional equity one of your demonstrable leadership skills? If so, we want to hear from you.


Our story is all about helping people make things. We empower ideas. We make affordable, machine tools and support them with top notch software, customer service and educational resources. We’re committed to being the best CNC equipment provider, serving research and development departments, prototyping shops, educational institutions, makerspaces and small production facilities.


Our goals are to have fun, help people make stuff, treat others fairly, grow and be efficient. We’re looking for people with similar goals. If this is you, consider joining our team!


Responsibilities

You, our future Technical Support manager, will be an integral part of our leadership team. You’ll be responsible for the operational processes that deliver effective technical support using a variety approaches including Web, video and phone. You will ensure staffing levels, staff talents, efficiency and bandwidth are optimized to be profitable, yet meet customer expectations. You will collaborate with your leadership colleagues to develop key performance metrics that include quality observations, customer experience ratings, employee satisfaction. You will leverage your team’s experiences and customer interactions to ensure new products are designed for serviceability, documentation is complete, and service parts are in stock on day one of the product launch. Your support portfolio includes customer site-based machine preassembly as well as onsite machine commissioning, which contributes to the company revenue line.


Minimum Qualifications

  • Service or support leadership experience – at least 5 years managing a team of direct reports

  • Experience in an electronic troubleshooting role—field service, inhouse service, technical support or trainer

  • Phone and video ‘soft skills’. Ability to help customers on phone or video chat and serve as an escalation point

  • Experience training internal staff

Preferred Additional Qualifications

  • Metal fabrication, manufacturing, CNC machining, CAD/CAM experience

  • Electrical / electronic troubleshooting

  • Background in making things, whether for work or hobby

Strengths and Interests

  • Intellectual curiosity and interest in making things

  • Willingness to share knowledge and help others


  • Preference is close by, but not req’d; can be remote

  • Growth in service & tech team on Insofos; tiers of support

  • This role can be 100% remote but does require travel across the country at times. Must have 5+ years of technical support experience and 2+ years of technical support management experience.

Base Salary

$90K-$120K.

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