Manager, Tech Support

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

Benefits offered by this job

Comprehensive benefits package

Job summary

AKG in Vernon Hills, IL is seeking a Manager, Technical Support to lead a skilled team in a call center. You will drive service quality, establish procedures, and ensure proper coverage while collaborating with sales, operations, and tech partners to optimize customer outcomes.

The role demands 10+ years in technical support or customer service, a strong leadership presence, and expertise in automotive keys technology. On-site work with a comprehensive benefits package.

Qualifications

• Bachelor’s degree is highly preferred.
• 10+ years of experience in technical support or customer service call center is required.
• Automotive keys technology is a plus.
• Proficient in MS Office and MS Excel.
• Working knowledge of Ring Central & NetSuite a plus.
• Experience in technical support and/or automotive and/or locksmithing.
• Call Center management.
• Exceptional leadership and team management skills.
• Excellent verbal and written communication skills.
• Have a positive and professional demeanor with the ability to work well under pressure.
• Ability to use critical and creative thinking to identify and resolve complex problems.
• Strong analytical, organizational, and time management skills.
• Strong work ethic.

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 rate
• Lead 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.

Skills

Leadership

Call Center management

Customer service

Analytical thinking

Communication skills

Time management

Education

Bachelor's degree

Tools

MS Office

MS Excel

RingCentral

NetSuite

Job description

Job Details

Job Location: AKG Main HQ Office - Vernon Hills, IL 60061

Salary Range: $85,000.00 - $95,000.00 Salary/year

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 rate
• Lead 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.

Qualifications

• Bachelor’s degree is highly preferred
• 10+ years of experience in technical support or customer service call center is required
• Automotive keys technology is a plus
• Proficient in computer software systems including MS Office and MS Excel
• Working knowledge of Ring Central & NetSuite a plus
• Experience in technical support and/or automotive and/or locksmithing
• Call Center management
• Exceptional leadership and team management skills
• Excellent verbal and written communication skills
• Have a positive and professional demeanor with the ability to work well under pressure
• Ability to use critical and creative thinking to identify and resolve complex problems
• Strong analytical, organizational, and time management skills
• Strong work ethic

Job Type

Full-time, on-site

Expected Hours

8:30am – 5:00pm

Pay

$85,000 - $95,000

Benefits

Comprehensive benefits package offered.

Must be authorized to work in the United States on a full-time basis