Manager - Technology Support Services

Wesco; México; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

Wesco en México busca un Manager de Technology Support Services para dirigir un equipo de profesionales técnicos y proporcionar experiencia a clientes internos y externos. Será responsable de definir objetivos de rendimiento anuales y reportar resultados al Director y al Senior Director.

Entre sus funciones, coordinar trainings de proveedores, mejorar procesos, y generar documentación con buenas prácticas y guías de solución de problemas para garantizar una experiencia del cliente consistente.

Qualifications

• Asociates’ Degree/College Diploma o experiencia técnica equivalente
• Licencias/certificaciones requeridas
• Bachelor’s Degree preferido
• 10+ años en campo técnico de diseño, implementación o puesta en marcha
• 3+ años de experiencia hablando ante audiencias
• 2+ años liderando un equipo de hasta 4 reportes directos
• Enfoque al cliente y habilidades de presentación
• Conocimientos avanzados de MS Office (Outlook, Word, Excel, PowerPoint, Visio)
• Capacidad de viajar hasta un 25%

Responsibilities

• Proporcionar soporte técnico a clientes internos y externos, gestionando un equipo de expertos.
• Coordinar actividades de formación de proveedores para el equipo y TSS.
• Mejorar procesos, organización y procedimientos del equipo.
• Mantener indicadores de rendimiento (KPI) y reportes.
• Desarrollar documentación para clientes y uso interno (diagramas, guías y FAQs).
• Comunicar problemas y necesidades de productos a Ingeniería, Marketing, Cadena de Suministro y QA.

Skills

Presentation skills

Leadership

Customer-centric mindset

MS Office proficiency

Team management

Communication skills

Education

Associates degree / College diploma

Bachelor’s degree preferred

Tools

AutoCAD 2D

AutoCAD Inventor

MS Office (Outlook, Word, Excel, PowerPoint, Visio)

Job description

Manager - Technology Support Services

Empresa : Wesco Tipo de empleo : Tiempo completo Mexico

Descripción del trabajo - Manager - Technology Support Services

As the Manager-Technology Support Services, you will manage a team of experienced technical professional employees who are providing technical expertise to internal and external customers. You will be responsible for implementing measurable annual performance objectives for your team as agreed with Director and Senior Director.

Responsibilities:

• Provide technical support to external and internal customers as needed in their field of expertise, while managing a team of subject matter experts.
• Coordinate vendor training activities for team and others within the Technology and Support Services (TSS) organization.
• Strive for continual improvement with team organization, processes and procedures.
• Maintain reporting of key performance indicators (KPI).
• Develop customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.
• Communicate with Engineering, Applications Engineering, Marketing, Category Management, Supply Chain Services, and Quality Assurance divisions of any product problems, opportunities, or emerging customer needs.

Qualifications:

• Associates’ Degree (U.S.)/College Diploma (Canada) or commensurate years of technical experience required
• Licenses/Certificates/Designations required
• Bachelor’s Degree preferred
• 10+ years of experience in the technical field of expertise in design, implementation and/or commissioning
• 3+ years of experience speaking with strong presentation skills
• 2+ years of experience leading a team of up to 4 direct reports preferred
• Possess a customer-centric mindset
• Possess advanced computer skills, including proficiency with Microsoft Office Outlook, Word, Excel, PowerPoint and Visio
• Demonstrate strong leadership skills and the ability to make decisions within the designated area of responsibility
• AutoCAD 2D or AutoCAD Inventor preferred
• BISCI RCDD, OSP, NTS and/or DCDC or Industry Equivalent preferred
• Ability to travel up to 25%