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Technical Support Supervisor

Company: Dormakaba
Location: Rocky Mount
Posted on: November 23, 2020

Job Description:

Kaba Ilco Corporation, located in Rocky Mount, NC, is the world's premier manufacturer of the most extensive line of quality key blanks, and distributor of automotive key fobs, key cutting machines and vehicle key programmers available on the market today. Millions of keys are produced in our state-of-the-art ISO Certified manufacturing facility each week.

We have an incredible opportunity for a talented Technical Support Supervisor. The Technical Support Supervisor leads a team of Technical Support technicians and manages the function for the organization.

Some responsibilities include:

* Provide leadership to technical support staff that are responsible for providing technical service and support to customers; ensure technical knowledge is transferred to the team; train personnel on procedures for servicing products

* Assign and coordinate work assignments and resolution of critical technical and procedural problems. Monitor work procedures, work schedules and expedite workflows

* Maintain technical and operational documentation on the network; Study, write and standardize procedures to improve the efficiency of the department

* Develop plans, procedures and activities to support business operation with department

* Develop technical services strategies to help the organization achieve strategic goals and objectives

* Responsible for managing the selection and development of people and resources necessary to perform the functions of the department; Assign duties and work direction to department personnel

* Create product technical updates for machines to support the department

* Manage return authorizations and the return authorization process

* Track, manage and report KPI s for department operations

* Schedule and manage onsite training seminars in conjunction with sales and marketing

* Other duties as assigned

* Provide continual technical assistance and support to sales and marketing including social media, email marketing campaigns and product manuals

* Serve as backup during the absence of team members, including evenings and weekends as well as be available to take customer calls during peak call volume periods as required.

The ideal candidate will meet the following requirements:

* High school diploma required; Bachelor s degree in a technical field preferred

* 3 years related experience managing others

* Ability to communicate effectively across all operational levels of the organization as well as with suppliers and customer, exercising appropriate tact and diplomacy to accomplish objectives

* Effective interpersonal skills with the ability to present recommendations, ideas and to summarize issues

* Ability to build, coach and motivate a high performance technical service team, while holding the team accountable for results

* Ability to work effectively under pressure in a fast paced, time sensitive environment with shifting priorities and multiple deadlines

Kaba Ilco Corp is a member of the dormakaba Group. dormakaba Group is a leader in the global market for access and security solutions. With more than 16,000 employees, dormakaba is active in over 130 countries worldwide.

We offer a competitive compensation and benefits package including, Medical, Dental, Vision, Life, disability, 401(k), and paid vacation.

dormakaba is an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other legally protected status. Headhunters and recruitment agencies may not submit resumes through this site or directly to managers. dormakaba does not accept unsolicited headhunter and agency resumes and will not pay fees to any third-party agency or company absent a signed agreement with an approved Talent Acquisition dormakaba representative.

Keywords: Dormakaba, Rocky Mount , Technical Support Supervisor, IT / Software / Systems , Rocky Mount, North Carolina

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