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Manager, Product Support

Location:

Lowell - Massachusetts - USA

Function:

Customer Service/Support

Ref #:

201703416
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Description

The Product Support Manager will manage a highly technical team to deliver efficient and highly productive, customer-oriented result. He/She will develop and manage standard, repeatable and scalable practices consistent with organizational direction.
• Exercise a high degree of initiative and independent judgment in directing, assigning, and coordinating the work of assigned personnel within the group
• Develop and execute programs and employee development training that leads to a high level of customer satisfaction
• Work in collaboration with internal, cross-functional product and technical teams
• Actively interact with engineers, designers, or technicians in helping them meet established schedules or to resolve complex technical problems
• Direct staff in setting and achieving goals in-line with company goals
• Provide team building and general leadership within and across groups
• Gather and analyze group metrics and generate management reports
• Review support case reports detailing customer interactions and statistics to develop action plans and manage to key performance metrics
• Utilize Salesforce Service Cloud call tracking system to manage daily operations
• Measure Technical Support Engineer productivity by monitoring work in progress, throughput results and competency in time management
• Prepare performance reviews and ratings for salary merit increases for team; Participate in the interview and hiring process
• Participate in on-call and/or late-shift rotation for management assistance as needed and/or as scheduled

Qualifications

•Excellent interpersonal, motivational, and managerial skills
•Ability to manage conflict situations constructively
•Professional communication skills, both written and verbal
•Exhibit leadership qualities and earn the respect this empowered position requires
•Ability to multi-task and prioritize projects, time manage, and practice detail oriented organizational skills
•Experience preparing and writing proposals, policies, procedures, job descriptions, and schedules
•Use of good judgment and a sense of urgency in the decision making process when assessing problems/situations

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.