Technical Support Manager
4 weeks ago
Australian Company
- Location in Terrey Hills
- Excellent training and culture
Our client, located in the Northern beaches, is seeking a skilled Technical Support Manager to join their installation and technical support team who will be responsible for ensuring excellent technical support and customer service to their clients.
You will play a vital role as the public face of the company. To qualify for this position, you must possess mechanical aptitude and experience/qualifications in a related technical field (mechanical, software, and electronics). You must have good problem-solving skills with attention to detail, and excellent communication skills.
Additional skills and experience that will be highly regarded include experience with CAD, MacOS, and Atlassian content and issue-tracking software (Jira, Confluence). Knowledge of basic electronics, mechanical aptitude, and experience with hand and power tools will also be beneficial. Any relevant hobbies, such as 3D printing or CNC systems, will also be considered favourably.
**Responsibilities**:
- Lead a small team of support technicians as they perform their internal and on-site tasks.
- Use and help maintain our management systems and knowledge-base.
- Perform triage on new support issues and delegate them appropriately.
- Develop and implement new technical support strategies and practices.
- Provide customer training for the computer software, operation and maintenance of the machine.
- Servicing existing systems
- Testing new systems prior to despatch
- Test cutting fabric samples
- Software testing
**Qualifications / requirements**:
- Proven experience as a technical support manager or similar role, with a minimum of **3 years** of experience.
- You will need **management skills** that relate to tasks such as planning service weeks, organising documentation for internal and external knowledge-bases and generally managing a small team.
- Strong **problem-solving skills**, with the ability to diagnose and resolve **complex technical issues** quickly and effectively.
- You will need good communication and **customer service skills**, along with a fairly **high level of technical know-how** to be an effective service technician.
- Strong spoken and written **English** skills.
- Proven track record of improving customer satisfaction and reducing support response times.
- Valid **drivers license**.
**What Next?**
**NOTE: ONLY Australian Citizens or holders of an Australian Permanent Residency Visa currently based in Australia, will be eligible to apply.**
**NO SPONSORSHIP IS BEING OFFERED FOR THIS ROLE
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