Manager, Tech Support

Automotive Keys Group (AKG); Vernon Hills (IL); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

Automotive Keys Group (AKG) is seeking a Manager, Technical Support to lead a high-performing team in a structured call center. You will supervise daily operations, establish service procedures, ensure proper phone coverage, and uphold customer relations standards.

You will serve as a subject matter expert, collaborating with sales, operations, and strategic partners to drive satisfaction metrics and program success, especially around key programming and vehicle technology.

Qualifications

• Bachelor’s degree is highly preferred.
• 10+ years of experience in technical support or customer service call center.
• Proficient in MS Office and MS Excel.
• Working knowledge of RingCentral and NetSuite a plus.

Responsibilities

• Lead and develop a technical support team with automotive locksmithing expertise.
• Respond to customer inquiries in real time and resolve complex issues.
• Collaborate with strategic customers, tech and support teams to meet metrics.
• Interface with technology partners to improve customer experience and success.
• Set goals, monitor progress, and compile performance reports.

Skills

Leadership

Team Management

Customer Service

Communication

Problem Solving

Analytical Thinking

Education

Bachelor's degree

Tools

MS Office

MS Excel

RingCentral

NetSuite

Job description

Position Summary:The Manager, Technical Support, oversees a team of technical support specialists in a call center environment. The primary mission is to ensure exceptional customer satisfaction and service quality. This role is responsible for daily departmental operations, establishing and maintaining policies and service procedures, ensuring proper phone coverage, and customer relations standards. The manager also serves as a subject matter expert with sales and operations teams, while leading interfacing with customer technical support peers.Key Responsibilities:Lead and develop a technical support team with expertise in automotive locksmithing, focusing on key programming within our customer ecosystem.Respond to customer inquiries in real time and resolve complex customer issues.Collaboratively interface with strategic customers, technical and customer support organizations to ensure customer and program satisfaction metrics are met or exceeded.Primary interface with strategic technology partners to refine customer experience and success rateLead ongoing enhancements within programs, emphasizing advancements in programming technology, and automotive keys to support overall customer satisfaction.Foster strong, long-term relationships with key customers and advocate for their needs.Analyze call volumes and trends to ensure optimal staffing, including evenings and weekends, as required.Monitor calls, train and mentor staff, and address performance issues effectively.Set team goals, track progress, and compile performance reports.Required Skills:Bachelor’s degree is highly preferred10+ years of experience in technical support or customer service call center is requiredAutomotive keys technology is a plusProficient in computer software systems including MS Office and MS ExcelWorking knowledge of Ring Central & NetSuite a plusQualifications:Experience in technical support and/or automotive and/or locksmithingCall Center managementExceptional leadership and team management skillsExcellent verbal and written communication skillsHave a positive and professional demeanor with the ability to work well under pressureAbility to use critical and creative thinking to identify and resolve complex problemsStrong analytical, organizational, and time management skillsStrong work ethicJob Type: Full-time, on-siteExpected Hours: 8:30am – 5:00pmPay: $85,000 - $95,000Comprehensive benefits package offered.Must be authorized to work in the United States on a full-time basis