Electrical Design Engineer NEEDED

Position Summary: The [Support Manager] is responsible for

• People: Have the right people on board and manage their growth for their benefit and that of the

• Process: Design, build and hone the support process to guarantee first class service for our

• Accountability: Create a positive environment that encourages the team but also demands

excellence in solving problems for our partners.

• Supervise and direct the Support team, managing all equipment related tasks and

• Develop the Support team through leadership, mentoring, and performance reviews
• Maintain coverage for 1st, 2nd, weekend and on-call shifts
• Develop Tier system for ticket escalation - scope, workflows and training programs
• Oversee workflow and tasks required to complete the job
• Define goals and communicate objectives
• Design, Guide and monitor the process of how tickets are solved - driving towards first

• Creating and managing team schedules
• Identifying and apply career advancement opportunities
• Create KPI dashboard for department success and progress metrics

• ZenDesk Implementation:
• Build database of case logs for Support Techs to utilize as troubleshooting guides
• Build bank of resources
• Categorize priority levels from resource bank
• Integrate with our Website for live chat links, submit support tickets, etc.
• Integration with App

$$ DOE