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Manager, Product Support

Location:

Irvine - California - USA

Function:

Customer Service/Support

Ref #:

20190003504
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Description

The experienced Product Support Manager will manage a highly technical team to deliver efficient and highly productive, customer-oriented result. He/She will maintain and manage standard, repeatable and scalable practices aligning with the Kronos Global Support 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 lead to a high level of customer satisfaction, high level of productivity and maximum efficiency
• Successfully work in collaboration with internal, cross-functional product and technical teams while maintaining KGS processes and corporate procedures
• Actively interact with engineers, designers, or technicians to meet established schedules or to resolve complex technical problems
• Engage and collaborate with peers and leadership to share best practices and ensure mutually beneficial processes
• Direct staff in setting and achieving goals in-line with Kronos Global Support and Kronos Corporate goals
• Provide team building and general leadership within and across groups
• Proficiently gather and analyze group metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions, predict future needs and to be able to provide leadership with metrics as needed
• Review individual support cases for complete documentation and proper customer interactions.
• Measure Technical Support Engineer productivity by monitoring work in progress, throughput results and competency in time management
• Coach support engineers on developing action plans and managing their workload
• Utilize Salesforce Service Cloud call tracking system to manage daily operations
• Prepare performance reviews and ratings for salary merit increases for team; Participate in the interview and hiring process
• Travel to Corporate for onboarding and management team building exercises throughout the year.
• Participate in on-call / 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

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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.