Manager, Technical Customer Support Job in Ottawa K2V1C7, Ontario Canada

SkyWave Mobile Communications Inc.

 

Job Posting: Manager, Technical Customer Support

 

Location:  Ottawa, Ontario Canada

 

 

A little bit about us:

SkyWave Mobile Communications is a global provider of communication services for machine-to-machine (M2M) applications. Established in 1997, SkyWave is a profitable and growing Canadian-based company. With headquarters in Ottawa, Canada and locations around the world, the Company has approximately 170 employees. 

 

As a leading provider of satellite/cellular communication equipment and airtime services using the Inmarsat satellite constellation, SkyWave provides dependable two-way communication, tracking, monitoring and remote management of fixed and mobile assets.  Over the past 14 years, SkyWave has designed, manufactured and shipped more than 400,000 satellite terminals to customers in the transportation, maritime, oil and gas, utilities and government sectors in more than 75 countries.

For more information, check our website at www.skywave.com.

 

A little bit about the role:

At SkyWave, Customer Service is key to our success.  In fact, our Customer Service department’s mandate is to ensure all of our Customers receive world class customer care and have someone internally who is dedicated to taking their interests to heart, someone they can call to talk to and trust.  This team drives our Customer experience to the highest level of satisfaction so that they view SkyWave as one they can rely on and trust, a company that will ensure a timely solution that meets their satisfaction.  That is why this position is critical to our organization

 

We are currently recruiting for a Manager, Technical Customer Support who will be responsible for managing our highly skilled technical support team, as they provide support for customer inquiries worldwide regarding our products and services.

 

The Manager, Technical Customer Support will work closely with our engineering, sales, and product marketing teams to ensure that SkyWave is delivering overall superior service and support to our customers.  In this important role, the successful incumbent will be responsible to: 

 

·         Lead a team of technical support representatives to efficiently prioritize and resolve incoming requests to the team.

·         Maintain a mindset of continuous improvement through the design, development and implementation of support processes, systems, and technology to support and enhance the technical support function.

·         Resolve customer complaints and problematic situations by following the appropriate escalation processes for issues that your team are unable to resolve, during regular hours or in support of a particular afterhours event.

·         Grow our long term relationships with our customer base by providing outstanding customer support.

·         Develop training plans that focus on continuous skill development of team members to align with  product enhancements and new product releases.

·         Facilitate “customer issue” resolution meetings for items escalated to other groups which are typically complex in nature and require technical support from RD, Network operations, Field Applications Engineering or Manufacturing.

·         To communicate and be the focal point for the dissemination of information from the executive team to the team and vice versa.

·         Travel to customer sites to resolve issues or gather input on requirements.

·         Schedule support team to provide necessary shift and on call coverage.

 

Researching issues, troubleshooting, analyzing problems, determining approaches, compiling data and preparing reports are part of everyday functions in this role. Interfacing with and coordinating activities between various internal departments is also required.

 

Work is generally of a critical and time sensitive nature. Regularly uses tact and diplomacy and practical knowledge of company policies, practices and procedures.  Handles difficult situations with grace ensuring customers feel satisfied with the final outcome.  Will use considerable independent judgment and initiative to resolve problems and make recommendations, determining when and if further action is required and often supplies a recommendation where appropriate. This role will also be responsible to solicit feedback from customers to identify opportunities to improve processes, productivity, products or services to ensure that we meet our goal of superior customer support for our valued customers and channel partners.

 

The ideal candidate would have a broad understanding of a Technical discipline (hardware, software, and networking), great customer service skills, willingness to learn about our product line, as well as managerial experience. Specifically, you possess the following qualifications:

 

·         Bachelor’s degree in a technical field

·         Relevant experience in a managerial and customer facing/technical role working in a high tech environment

·         Experience in management of technical projects requiring coordination of various resources for successful outcome

·         Familiarity with CRM or incident tracking and management systems etc.

·         Experience as a technical support engineer, including front-line contact with customers via phone and e-mail

·         Previous experience as a software developer or systems administrator is considered desirable

·         Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems

·         Excellent motivational and listening skills

·         Excellent problem-solving skills

·         Superior written and verbal communication skills, ideally in multiple languages

·         Strong organizational, time-management, and project management skills

·         Strong interpersonal, negotiating, and diplomatic skills required to effectively manage relationships with all levels of internal and external contacts are critical to the success of this role 

·         Owing to the international nature of our company’s business, the ability to travel to customer sites is required

·         Fluency in languages other than English (in particular Spanish, Portuguese, Russian, Standard Chinese) will be considered an asset.

 

Interested? hr@skywave.com .

 

We are committed to employment equity. SkyWave would like to thank all applicants in advance and advise them that only candidates selected for an interview will be contacted.