Technical Assistance Center Senior Manager (TAC)
Description:
Job Title:
Technical Assistance Center Senior Manager (TAC) Job Location:
Lynchburg, VA Job Code:
CS20230707-103294Job Schedule:
5/8L3Harris' Communication Systems segment is currently seeking a Technical Assistance Center Senior Manager (TAC) to join our team.
This position will be based at our Lynchburg, VA facility.
Position Overview:
The Technical Assistance Center Senior Manager (TAC) will be responsible for leading and directing the PSPC Technical Assistance Center (TAC) organization which consists of experienced professionals providing first, second or third tier technical support and analysis to customers, field engineers/technicians, and dealers, along with oversight for the Technical Call Center 1.
800# for PSPC.
The manager of TAC communicates within and outside the organization to explain TAC operations and influence changes to policies, practices and products applicable to and impacting TAC.
The manager of TAC is expected to drive improvements in processes, information and services provided by TAC, as well as establish annual operational plans and measurements related to functional and business area results.
The position requires management and leadership knowledge in the job area and business/technical knowledge related to technical support services.
The Manager of TAC is critical to provide day-to-day leadership and management of TAC operations to maintain/improve the high levels of customer satisfaction and Net Promoter Score rankings.
Serves as the main point of contact for all matters relating to technical support, such as issue escalation and disputes, ensuring fulfillment of support service contracts and communicating status and performance of TAC to senior leadership.
The manager of TAC ensures program obligations for hand-off to warranty and support are met, key customer accounts are reviewed regularly, and operations follow established procedures to meet service level agreements.
The Manager of TAC is needed to ensure technical support requirements are taken into consideration with new products and important product announcements are communicated in a timely manner.
The TAC manager will proactively manage growing technical support needs that spans the entire customer base, along with new service agreements, while working with Sales to increase the subscribing customer base.
The manager will serve as the main point of contact for all matters relating to technical support.
Essential
Responsibilities:
Call center operations and staffing; customer issue escalation and disputes, including communication of customer complaints and critical issue situations to senior management.
Execution of support service contracts and monitoring of channel partners usage of services to protect the interests of PSPC.
Establish performance metrics and utilize Microsoft Dynamics to track and report on TAC performance and financial progress of TAC service accounts to leadership.
Ensuring program obligations for hand-off to warranty and support are met, key customer accounts are reviewed regularly, and operations follow established procedures to meet service level agreements.
Working with TAC technical leads, ensure technical support requirements are taken into consideration with new products and Mission Critical Alliance product tech support is on par with internal products.
Review aging cases and product defects found by TAC with Engineering to ensure customer needs are not overlooked.
Ensure important product announcements are fully reviewed and communicated in a timely manner.
Functional management administration.
Required (Basic)
Qualifications:
Bachelor's Degree and 12 years of prior relevant experience.
Graduate Degree and 10 years of prior related experience.
In lieu of a degree, minimum of 16 years of prior related experience.
Recommended Skills Administration Call Centers Customer Demand Planning Customer Satisfaction Finance Leadership Estimated Salary: $20 to $28 per hour based on qualifications.
Job Title:
Technical Assistance Center Senior Manager (TAC) Job Location:
Lynchburg, VA Job Code:
CS20230707-103294Job Schedule:
5/8L3Harris' Communication Systems segment is currently seeking a Technical Assistance Center Senior Manager (TAC) to join our team.
This position will be based at our Lynchburg, VA facility.
Position Overview:
The Technical Assistance Center Senior Manager (TAC) will be responsible for leading and directing the PSPC Technical Assistance Center (TAC) organization which consists of experienced professionals providing first, second or third tier technical support and analysis to customers, field engineers/technicians, and dealers, along with oversight for the Technical Call Center 1.
800# for PSPC.
The manager of TAC communicates within and outside the organization to explain TAC operations and influence changes to policies, practices and products applicable to and impacting TAC.
The manager of TAC is expected to drive improvements in processes, information and services provided by TAC, as well as establish annual operational plans and measurements related to functional and business area results.
The position requires management and leadership knowledge in the job area and business/technical knowledge related to technical support services.
The Manager of TAC is critical to provide day-to-day leadership and management of TAC operations to maintain/improve the high levels of customer satisfaction and Net Promoter Score rankings.
Serves as the main point of contact for all matters relating to technical support, such as issue escalation and disputes, ensuring fulfillment of support service contracts and communicating status and performance of TAC to senior leadership.
The manager of TAC ensures program obligations for hand-off to warranty and support are met, key customer accounts are reviewed regularly, and operations follow established procedures to meet service level agreements.
The Manager of TAC is needed to ensure technical support requirements are taken into consideration with new products and important product announcements are communicated in a timely manner.
The TAC manager will proactively manage growing technical support needs that spans the entire customer base, along with new service agreements, while working with Sales to increase the subscribing customer base.
The manager will serve as the main point of contact for all matters relating to technical support.
Essential
Responsibilities:
Call center operations and staffing; customer issue escalation and disputes, including communication of customer complaints and critical issue situations to senior management.
Execution of support service contracts and monitoring of channel partners usage of services to protect the interests of PSPC.
Establish performance metrics and utilize Microsoft Dynamics to track and report on TAC performance and financial progress of TAC service accounts to leadership.
Ensuring program obligations for hand-off to warranty and support are met, key customer accounts are reviewed regularly, and operations follow established procedures to meet service level agreements.
Working with TAC technical leads, ensure technical support requirements are taken into consideration with new products and Mission Critical Alliance product tech support is on par with internal products.
Review aging cases and product defects found by TAC with Engineering to ensure customer needs are not overlooked.
Ensure important product announcements are fully reviewed and communicated in a timely manner.
Functional management administration.
Required (Basic)
Qualifications:
Bachelor's Degree and 12 years of prior relevant experience.
Graduate Degree and 10 years of prior related experience.
In lieu of a degree, minimum of 16 years of prior related experience.
Recommended Skills Administration Call Centers Customer Demand Planning Customer Satisfaction Finance Leadership Estimated Salary: $20 to $28 per hour based on qualifications.
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