Technical Support Manager

Ref. no.: IRER/ROF/16451

Tags: IT Manager Technical support Manager Customer Service

Location(s): Cork

Salary range (€): Negotiable

Additional benefits: Commission,Canteen,Bupa,Pension,Bonus,Parking

Minimum experience required: 3 - 4 Years

Employment type: Permanent Full-time

Minimum qualification: Third Level Degree

Contact person: Rachel O' Farrell

Contact e-mail: cork@manpower.ie

Job description:  

Technical Support Manager

• My client is urgently looking to recruit a Technical Customer Support Manager. The successful candidate will be responsible for the development and running of the full support department.
• The role is ideal for someone who is keen to make this role their own by bringing my client the benefit of their experience to date.

Ideal Candidate

• We are looking for candidates who have experience in Customer Support and Account Management.
• Good communication skills are required as successful candidate will be required to regularly meet with customers as part of support and to build on existing and new customer relationships.
• Self motivated.
• The person must be proactive in improving processes and procedures and be able to build a word class support department.
• The role is as much customer account management as support and maintenance.
• Utility experience a major bonus.

Responsibilities

• Ensuring SLAs for each customer are met or exceeded.
• Managing all customer support issues, clarifying those requiring engineering, passing on the account managers if new work, etc.
• Carrying out regular reports with each customer, by way of meetings, some on which will be conducted on-site.
• Establish and run Customer User groups.
• Refining and improving the support processes and procedures.

Requirements

• Excellent communication skills with customers and management.
• 2-3 years experience in same/ similar role.
• Preferably up to 5 years experience in the support environment, with background in software engineering, QA or pre-sales.
• Broad experience/ knowledge of different systems given disparate geographic and large size customers.
• Desire to travel for short periods on limited basis

Package

• Negotiable depending on experience.
• Strong commission based on new revenue identified with support customers.
• Benefits including BUPA, pension, life and illness cover.
• Very high potential for salary increase and access to share scheme for successful candidate who excels in this role.

Please apply with your Covering letter and updated Curriculum Vitae