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

Product Support Manager

Location:

Lowell - Massachusetts - USA

Function:

Customer Service/Support

Ref #:

201700957
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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.

Description

Manage a support team chartered to provide support services to Kronos’ Workforce Ready customer base, Partner Channel and Implementation Specialists. Oversee support resources in providing fault isolation, problem duplication, and resolution in a fast paced, high volume environment. Manage dynamics of the daily operations by adjusting staffing schedules, projects, and training to insure customer satisfaction.
Prepare and implement enhancements within the technical support center given company philosophies and direction. This position will also be responsible for driving our new cloud based support initiative.
Principal Responsibilities:
Provide high level customer satisfaction to Kronos’ Workforce Ready customer base. 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 call 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, especially Kronos Engineering department, in order to provide total customer satisfaction. Analyze metrics to monitor support quality/efficiency and develop action plans to drive continuous improvement.
Manage daily operations for the Workforce Ready support team, including staffing for phone / non-phone shifts, meetings, training, lunch hours, vacation / sick time. Identify and obtain the tools Support Engineers require for successful job performance.
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 performance reviews and rating for salary merit increase for assigned Support Engineers. Participate in the interview and hiring process.

Qualifications

• Minimum of 5 years experience managing a technical support team of at least 10 employees.
• HR, Payroll and/or Time and Labor domain experience preferred.
• Bachelor’s Degree preferred.
• Excellent customer skills and dedication to customer service.
• Excellent interpersonal, motivational, and managerial skills include ability to manage conflict situations constructively.
• 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 demonstration, proposals, policies, procedures, job descriptions, and schedules.
• Work well in a team environment as an equal contributor.
• Demonstrated track record in identifying and deploying leading edge support solutions.
• Use of good judgment and a sense of urgency in the decision making process when assessing problems/situations.
• Work independently without direct supervision and with minimal guidelines.
• Promote customer goodwill through positive attitude, performance, and appearance
•Focusing on candidates for primarily our Headquarters in Lowell, MA but also open to candidates to be based out of our Indianapolis or Orlando offices.

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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.