Vacancy expired!
STANLEY Products and Solutions, part of Stanley Black & Decker, designs and manufactures industry leading physical security solutions including video monitoring, electronic access control, alarm systems and big data analytics for retail. Our world-class portfolio comprises four trusted, market-tested brands: 3xLOGIC, PACOM, Sonitrol and PAC/GDX. 3xLOGIC is part of Stanley Security and is a dynamic company and offers a highly challenging, yet interesting work environment. This position will be expected to engage with the Sales, Technical and Development teams, sharing and working with them to achieve the highest level of success and customer satisfaction.
OverviewThe day to day supervision of access control based technical product support engineering coverage and customer issues. Customer centric to deal with critical support and where they can and where necessary, escalate customer issues to development. Accountable for cross training and data analytics.Purpose- Deliver a high standard of product security/access control technical product support
- To help drive, supervise, and monitor overall performance of the team
- Develop a personal leadership philosophy and continue to empower our people to grow their skills
- Involvement in the continuing realignment with internal stakeholders to ensure readiness for new product launches
- Utilize critical thinking ability to accurately diagnose and resolve customer issues.
- Work with Technical Support Manager and other supervisors to help develop, refine and Implement standard operational processes across the teams.
- Drive and monitor Monthly KPIs and Metrics for the team, such as Call volume, Abandoned Calls, long calls, Escalations to development, Support call response with call waiting times, Support calls backlog
- Help maintain the customer knowledge databases to provide and establish essential support documentation for support i.e. Technical Notes, bulletins, manuals etc.
- Continuous improvement of processes to drive further efficiency within the team
- Analyze call logging data
- Access Control, Security systems, Video, Communications, 3rd Party Systems, Human Resources
- 1+ years' experience steering Product Support/Customer Success teams.
- 5+ years working within busy front line/helpdesk environments.
- 1+ years' experience working with advanced issues that require root cause analysis
- Sound understanding of the Technical Product Support quality processes and procedures
- Working to quality procedures, such as ITIL and ISO9001
- Understanding of the Product Introduction process
- Knowledge of security products/systems, IT Networks, Databases and Microsoft Office applications
- Experience with access control security systems
Vacancy expired!