technical support manager Suwanee, GA
Job description
As the Manager-Technology Support Services, you will manage a team of experienced and welcoming technical professional employees who are providing technical expertise to internal and external customers within the lighting and power distribution gear industry. You will be responsible for implementing measurable annual performance objectives for your team as agreed with Director and Senior Director, as well as growing the team and handling a large portion of vendor and supplier relationships.
Responsibilities:
- Provide technical support to external and internal customers as needed in their field of expertise, while managing a team of subject matter experts.
- Coordinate vendor training activities for team and others within the Technology and Support Services (TSS) organization.
- Strive for continual improvement with team organization, processes and procedures.
- Maintain reporting of key performance indicators (KPI).
- Develop customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.
- Communicate with Engineering, Applications Engineering, Marketing, Category Management, Supply Chain Services, and Quality Assurance divisions of any product problems, opportunities, or emerging customer needs.
Qualifications:
- Associates’ Degree (U.S.)/College Diploma (Canada) or commensurate years of technical experience; Licenses/Certificates/Designations required.
- Bachelor’s Degree - Technical or engineering discipline, or equivalent preferred.
- Minimum 10 years experience in the technical field of expertise in design, implementation and/or commissioning.
- Minimum 3 years experience leading a team of up to 4 direct reports.
- 3 years experience in public speaking with strong presentation skills.
- Possess a customer-centric mindset.
- Possess advanced computer skills, including proficiency with Microsoft Office Outlook, Word, Excel, PowerPoint and Visio.
- Demonstrate strong leadership skills and the ability to make decisions within the designated area of responsibility.
- AutoCAD 2D or AutoCAD Inventor preferred
- BISCI RCDD, OSP, NTS and/or DCDC or Industry Equivalent preferred
- Ability to travel 0-25% of the time
Wesco International, Inc., including its subsidiaries and affiliates ("Wesco") provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. US applicants only, we are an Equal Opportunity and Affirmative Action Employer.
The expected salary range for this role is $115,300 - $158,500. This is the lowest to highest salary we reasonably and in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s compensation level within the range will be based on several factors, including but not limited to geographic location, experience, relevant education, qualifications, skills, organizational needs, and performance. This position may be eligible to participate in the company’s incentive plan. Wesco provides a variety of benefits to employees, including health insurance coverage, disability insurance, 401k Plan, and Paid Time Off.
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