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Manager, Product Support

Location:

Lowell - Massachusetts - USA

Function:

Engineering

Ref #:

201702723
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Description

This person will manage a technical customer support team chartered to provide support services to Kronos' customer base. they will oversee a support team that provides an expert level of support for the application in a fast paced, high volume environment and manage dynamics of the daily operations by adjusting staffing schedules, managing projects, and training to ensure customer and employee satisfaction.

Responsibilities:
• Manage a technical team of 10 or more support engineers chartered to provide support services to Kronos' customer base.
• Oversee a support team that provides expert level of support for the application in a fast paced, high volume environment.
• Manage dynamics of the daily operations by adjusting staffing schedules, projects, and training to ensure customer and employee satisfaction.
• Deliver regular feedback and coaching to your team to accomplish the following; Provide high level customer satisfaction to Kronos customers. Keen interest and awareness to detail when responding to customer support issues. Ensure future customer satisfaction by instilling confidence in Kronos' Corporate Service organization by keeping commitments, providing timely follow-up, and giving accurate and concise assistance.
• Manage and facilitate satisfactory resolutions to customer's service issues by identifying escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively. Offer and implement creative solutions within technical support. Interface effectively with other Kronos departments to provide total customer satisfaction.
• Manage daily operations to include metrics to develop action plans and manage to key technical support metric targets. Forecast staffing resource requirements based on volume and daily dynamics.
• Ability to measure Support Engineer productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management. Identify and resolve personnel issues constructively and quickly. Prepare and present performance reviews for assigned Support Engineers.
• Prepare and implement enhancements within the technical support center given company philosophies and direction. Develop and execute programs targeted at maintaining a highly motivated workforce.
• Participate in interviews and hiring processes.

Qualifications

Qualifications:
• 2– 8 years support management or supervisory experience
• Use of good judgment and a sense of urgency in the decision making process when assessing problems/situations.
• Demonstrable dedication to customer service.
• Ability to multi task and prioritize projects, time manage, and practice detail oriented organizational skills.
• Experience preparing and writing demonstration, proposals, policies, procedures, job descriptions, and schedules.
• Work well in a team environment as an equal contributor, while promote customer goodwill through positive attitude, performance, and appearance.
• Late Shift and On Call availability if needed

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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! 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. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

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.