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Technical Support Lead
Actalent • Shakopee, MN 55379 • Posted 8 days ago
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In-person • Full-time • Senior Level
Job Highlights
Using AI ⚡ to summarize the original job post
The Technical Support Lead at Actalent is responsible for resolving product issues through customer calls, managing performance goals and quality standards, and leading a technical support team. This role involves strategic planning, troubleshooting with the production team, assisting the sales team, and overseeing a Technical Support Engineer overseas. The lead will also maintain the company's webpage and lead the team in hiring, training, and evaluating employees.
Responsibilities
- Answer customer calls to resolve product issues or delegate to tech support team members.
- Set and monitor performance goals, quality standards, and customer feedback.
- Manage the US Customer Care phone queues and workload distribution.
- Partner with the production team to troubleshoot customer complaints.
- Work with the sales team to answer customer questions.
- Participate in strategic planning meetings with the entire management team.
- Provide partnership and oversight to a Technical Support Engineer overseas.
- Maintain the company's home webpage with guidance from the corporate marketing team.
- Lead the team in hiring, training, coaching and evaluating employees.
- Assist with other duties as needed such as order entry and planning.
Qualifications
Required
- Associate's Degree
- 3+ years of leadership/supervisory experience in technical support in a manufacturing environment
- Customer communication skills
- Proficiency in Microsoft Office Suite
About Actalent
Actalent is a global leader in engineering and sciences services and talent solutions, connecting companies with experts in various industries. They offer a wide range of engineering and sciences services, tailored to meet each client's unique needs, in industries like aerospace, defense, consumer products, life sciences, transportation, utilities, and construction. Actalent believes in the power of people and focuses on diversity, equity, and inclusion while providing rewarding career opportunities.
Full Job Description
Job Description
+ Answer customer calls to resolve product issues or delegate to tech support team members.
+ Set and monitor performance goals, quality standards, and customer feedback.
+ Manage the US Customer Care phone queues and workload distribution.
+ Partner with the production team to troubleshoot customer complaints.
+ Work with the sales team to answer customer questions.
+ Participate in strategic planning meetings with the entire management team.
+ Provide partnership and oversight to a Technical Support Engineer overseas.
+ Maintain the company's home webpage with guidance from the corporate marketing team.
+ Lead the team in hiring, training, coaching and evaluating employees.
+ Assist with other duties as needed such as order entry and planning.
Hard Skills
+ Associate's Degree
+ 3+ years of leadership/supervisory experience in technical support in a manufacturing environment
+ Customer communication
+ Microsoft Office Suite
About Actalent
Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.
Diversity, Equity & Inclusion
At Actalent, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:
+ Hiring diverse talent
+ Maintaining an inclusive environment through persistent self-reflection
+ Building a culture of care, engagement, and recognition with clear outcomes
+ Ensuring growth opportunities for our people
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com (%20actalentaccommodation@actalentservices.com) for other accommodation options.
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