Tech Support Manager — Automotive Keys & Customer Experience

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

Benefits offered by this job

Comprehensive benefits package offered

Job summary

Automotive Keys Group in Vernon Hills, IL, is seeking a Manager, Technical Support to lead a specialist team in a call center. You will drive service quality, establish policies, and partner with sales, operations, and customer tech peers to enhance customer satisfaction.

The role requires strong leadership, extensive call center experience, and familiarity with automotive keys technology. On-site, full-time, with a comprehensive benefits package and a pay range of $85,000–$95,000.

Qualifications

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

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

Communication

Analytical thinking

Time management

Education

Bachelor’s degree

Tools

MS Office

MS Excel

RingCentral

NetSuite

Job description

Automotive Keys Group in Vernon Hills, IL, is seeking a Manager, Technical Support to lead a specialist team in a call center. You will drive service quality, establish policies, and partner with sales, operations, and customer tech peers to enhance customer satisfaction.

The role requires strong leadership, extensive call center experience, and familiarity with automotive keys technology. On-site, full-time, with a comprehensive benefits package and a pay range of $85,000–$95,000.