Multi-Tech Systems, Inc
  • Mounds View, MN, USA
  • Full Time

If you're looking to work at a technology company that designs and manufactures its solutions on U.S. soil and is a leading enabler to the industrial Internet of Things (IoT), consider joining MultiTech's innovative, hard-working team. MultiTech designs, develops and manufactures communications equipment for the industrial internet of things connecting physical assets to business processes to deliver enhanced value. Founded by an engineer more than 50 years ago, we are committed to quality and service excellence. Our customers rely on MultiTech products and people to address their needs, while our history of innovation ensures they stay ahead of the latest technology with a partner who will be there for the life of their solution.

MultiTech is currently seeking a Technical Support Engineering Manager. The Technical Support Engineering Manager will provide support, guidance and resolution to customers related to the installation and troubleshooting of MultiTech products.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Motivate/Manage team to provide world-class support to our customers and partners by being responsive, proactive, and professional in all interaction
  • Assist team in performing troubleshooting and problem solving regarding customer product issues
  • Follow up on escalated problems; ensure problems are being resolved in a timely manner
  • Report design and reliability problems to Product Development team
  • Create product resolutions
  • Partner with other departments regarding production testing, marketing information, technical literature, manuals, customer problems, etc.
  • Perform/assist in the support of existing products in the areas of product improvements, customer complaints, "bug" fixes, customizations, etc.
  • Monitor the quality and performance of tech support and make or recommend changes when necessary
  • Assist staff in performing troubleshooting and problem solving for Multi-Tech customers on Multi-Tech sheets, PTO products
  • Create feature requests or bug reports as reported by customers or discovered in working with the products
  • Create and distribute app notes, how-to videos or documents, and resolutions to MultiTech staff
  • Train MultiTech employees to improve product and/or support tool knowledge, skills, and experience
  • Manage case priorities and when to escalate cases

Management Responsibilities:

  • Adheres to all company policies, procedures and business code of conduct and ensures that they are communicated and implemented within the team
  • Conducts reviews with direct reports to build effective communication, to understand training and development needs, and to provide insight for performance improvement
  • Facilitates comprehensive onboarding and new hire training for assigned team
  • Proactively follow-up on customer open tickets; including missing required information, progress updates, & steps to resolution. Escalate issues within the Product Support Department when necessary.
  • Accurately document all activity in the support portal in a timely manner, including creating and managing support cases.
  • Utilize available documentation and resources to identify and resolve customer issues.
  • Assist in documenting new product updates, update and enhance new product features or common technical questions within internal Knowledge Base system.
  • Schedule phone support with customers as needed.
  • Continually learn and explore detailed workings of MultiTech new and existing products.
  • Act as technical liaison between customers and other departments.
  • Report design and reliability problems to Engineering.
  • Create resolutions, app notes, how-to videos, training material, etc. for publication on company website.
  • Follow and enforce all Multi-Tech rules and policies and provide leadership through training and example.

QUALIFICATION REQUIREMENTS:

  • Self-directed/Self-learner with strong initiative and a passion for technology.
  • Aptitude to quickly learn basic technical concepts and communicate to technical & non-technical audiences.
  • Exceptional customer service skills both verbally and written.
  • Proficient with Microsoft Office Suite and general office skills.
  • Must be able to work individually or as part of a team, have good problem solving skills, detail oriented and be flexible based on job requirements.
  • Excellent organizational, telephone, verbal/written communication and interpersonal skills.
  • Ability to adapt easily to change as well as prioritize and manage multiple projects simultaneously.

EDUCATION AND/OR EXPERIENCE:

  • B.S. Software Engineering, Computer Science, or related Engineering field
  • 1- 3 years of programming experience
  • Demonstrates team leadership skills


EEO/AA Employer M/F/D/V





Multi-Tech Systems, Inc
  • Apply Now

  • * Fields Are Required

    What is your full name?

    How can we contact you?

  • Sign Up For Job Alerts!

  • Share This Page
  • Facebook Twitter LinkedIn Email
.

Image Map

Logo