Manager Technical Support

Remote Work: Hybrid

At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer's and partner's needs and solve their challenges. Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve. You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We've only begun reimaging the future – for our people, our customers, and the world.

Oversees the work of supervisors and front line agents engaged in resolving problems with customers via telephone, email or chat sessions using full technical product knowledge and interpersonal skills. Manages the effective operation of the Technical Support Team.

Responsibilities:

• Manages the activities of a team with the responsibility for driving results, managing costs and supporting the development of staff and processes.
• Provides guidance and coaching to supervisors and team members within the framework of established company policies.
• Handles and resolves critical escalations from all points of contact, including customer, partner and internal parts of the organization.
• Analyzes metrics and identifies key needs within the structure of the team to maintain the support provided.
• Manages direction to technicians and supervisors in the application of process, procedures, and troubleshooting /repair of complex instruments or testing equipment.
• Ensures resources maintain compliance with quality process and standards.
• Establishes and maintains lines of communication with engineering and software development on design, reliability and maintenance issues; reports trends, identifies urgent crises and recommends solutions to complex issues.
• Manages and champions trainings to improve technical knowledge of the support team; ensures technicians are properly trained and able to provide accurate and responsive solutions.
• Estimates timeframes for complex projects and oversee the completion of assignments within specified time, quality, and cost parameters.
• Identifies process improvement and verification activities; develops and applies technical and quality improvement techniques.
• Demonstrates strong customer service, communication and problem solving skills.

Qualifications:

Preferred Education:

• Bachelor's Degree (or equivalent vocational qualification/experience)

Preferred Work Experience (years):

• 8-12 years' experience including minimum 2 years as team lead / supervisor

Key Skills and Competencies:

• Background in technical support preferred
• Fluent level of English (written and verbal) as well as local language as applicable
• Advanced level skills in Microsoft business applications including Word, Excel and Outlook
• Customer service values / orientation
• Advanced knowledge of the region and / product lines supported
• Strong leadership skills coupled with a desire and ability for continuous learning / self-development
• Role model level professional work behaviors (attendance, teamwork, time management)
• Strong communication skills (listening, providing clear and concise information, using proper language and grammar)
• Intermediate to advanced presentation skills
• Sound reasoning and decision-making ability; strong analytical skills

Position Specific Information: Travel Requirements: 20% FLSA (U.S. only): Exempt Physical requirements and working conditions will vary by position and should be described as appropriate.