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Transcend the day-to-day work experience. Work inspired.

Kronos Product Support Manager

Location:

Macquarie Park - New South Wales - Australia

Function:

Professional Services and Consulting

Ref #:

201701773
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Description

An opportunity to lead a team of application support engineers at the forefront of our “customer first” philosophy to deliver simple, reliable workforce solutions. Our enterprise customers span diverse industries including retail, hospitality, healthcare, manufacturing, services, distribution, and the public sector, and our solution is used by approximately 60% market share in Australia and New Zealand.

Your ability to interface directly with customers on a wide range of technical issues alongside your experience of managing a team will enable your success in this role and progression within our expanding business.

Responsibilities include:

- Working closely with technical staff to enhance overall performance. Analyzing performance, highlighting problem areas, implementing projects for improvements
- Employing extensive systems knowledge to developing technical processes to aid performance and efficiency
- Monitoring maintenance, use and repair performance against set targets
- Undertaking regular meetings, training and counselling sessions for all direct reports, soliciting feedback from support units on operations and requirements
- Responsibility for developing and maintaining positive relationships with customers (management and staff) and ensuring high level of satisfaction
- Taking responsibility for multi-shift staff within multiple states. Responsible for annual reviews, goals and development plans of technical support direct reports
- Provide standby, public holidays cover and after hour service as needed

Qualifications

Ideally, you’ll have:

- A strong customer service management track record with experience in a similar role, with demonstrated management techniques and technical support process methodologies
- Staff management and development experience including performance and incentive planning, people management, leading, motivating and supporting a team
- Case management skills including ongoing and proactive workforce planning based on call volumes, staff outages, escalations etc.
- Proven ability to understand and drive customer satisfaction key motivators.
- High level of competency within a Windows Operating and Application environment.
- Operational statistical analytical ability using applications such as Excel etc.

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Corporate overview

You’re empowered when you’re a Kronite

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance — to live inspired. In fact, it’s expected! Whether you’re playing foosball in one of our game rooms, working up a healthy sweat in group fitness classes, or videoconferencing with Kronites thousands of miles away, you’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond.

 

Kronos is the global leader in workforce management solutions that enable organizations to control labor costs, minimize compliance risk, and improve workforce productivity. Tens of thousands of organizations in 100 countries – including more than half the Fortune 1000® - use Kronos time and attendance, scheduling, absence management, HR and payroll, hiring, and labor analytics applications.  Kronos customers include enterprises large and small across diverse industries worldwide including retail, hospitality, healthcare, manufacturing, public sector, services, and distribution.

 

Kronos is a privately held company and was founded in 1977. Headquartered in Chelmsford, Massachusetts, Kronos employs more than 5,000 people worldwide.

 

Kronos is an Equal Opportunity Employer.

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.