North America Technical Support Services Manager

Why Join AVIRE?

Do you have an entrepreneurial mindset? Do you like being part of high growth, high impact environments? Are you looking for an opportunity to provide your customers with consultative support–growing our business together? If you have answered yes to these questions, we should connect!

The Americas AVIRE team is looking for a highly driven, highly motivated individual to lead our growing technical services team. In this role, you will be responsible for leading all remote and onsite post-sales personnel, creating and refining processes with a keen eye for continuous improvement, and driving innovation in the systems and tools used to drive our post-sales support experience. You will coach and train team members, enhancing individual performance and effectiveness. You will work collaboratively across the commercial leadership team in sales, customer service and marketing to provide a superior post-sales experience to our customers and maximize customer retention. Further, you will be a part of a team that has a track record of delivering double digit compound growth while supporting each other. This position reports to the Vice President, Sales and Marketing, Americas.

What you will do:

1. Work to create, refine and implement technical support processes and procedures that are efficient, effective and aligned with customer needs to further company growth
2. Provide individualized coaching and mentorship to your team members to help them reach their full potential and achieve their career goals
3. Track and analyze support statistics to make data-driven decisions to improve the customer and employee experience
4. Identify key support issues and prioritize solutions based on impact to the customer experience and simplification of business processes
5. Continually seek improvements and optimizations in processes and procedures to improve customer experience
6. Collaborate with the North America Customer Experience Manager to capture key insights in the support process and introduce corresponding initiatives that focus on improving customer satisfaction with the support team
7. Establish and track critical KPIs including, but not limited to, first response time, hold time, abandonment rate, ticket reopens, agent touches, next issue avoidance, agent feedback, and resource utilization
8. Oversee post-sales customer activities, ensuring a high quality of service, support and responsiveness to customers
9. Establish reporting, communication cadence and bi-directional accountabilities with North America Sales Manager and North America Customer Experience Manager to ensure that all teams are working together seamlessly to deliver a best-in-class customer experience
10. Create and execute competency framework and expectations for technical support function in conjunction with engineering and product management
11. Establish and ensure ongoing cadence of technical and communication training to promote continuous learning within the team and continue to deliver an exceptional support experience to our customers
12. Perform other duties as assigned

We want someone who displays:

• Action-Oriented Curiosity: You readily take on challenges, and you identify and seize new opportunities. You have an outstanding history of delivering on your projects. You work on the problems that truly need solving, and you effectively challenge the organization to be better. You can cut through the clutter and focus on the priorities that align with organizational objectives.
• Collaboration: You embrace the unique experiences, viewpoints, and abilities of your teammates and proactively engage those differences to come to the best possible outcome. Creating an effective sales team is incredibly motivating to you, and you put your employees first recognizing that you succeed only when they succeed.
• Empowerment: You thrive in an environment where you can make decisions. You do not shy away from taking a stand, and you recognize the importance of challenging the team to ensure that we strive for more. You also empower your employees to make decisions giving them the tools to do so successfully.
• Accountability: You take responsibility for your actions, and you deliver on your commitments. You hold the members of your team to high standards while ensuring they have the support that they need to reach those lofty goals.
• Inclusion: In all aspects of your work, you treat everyone with respect.

Job Skills

• Strong interpersonal and communication skills
• Proven ability to effectively lead a technical support team
• Experience coaching and mentoring technical support agents, field technicians and application support professionals
• Ability to successfully build and action repeatable processes to improve the post-sales customer experience
• Proven ability to problem-solve
• Excellent written, verbal, and interpersonal skills to work effectively with diverse groups of people both within, and outside, of the organization
• Strong ability to build relationships with customers and team
• Experience with SalesForce and/or Power BI preferred
• Fluent in English

Qualifications

• Bachelor’s degree in Engineering or a related technical degree, and/or a related field or equivalent experience
• A minimum of 5 to 7 years’ experience in a technical support capacity, with demonstrated progressive levels of responsibility
• A minimum of 5 years’ experience in a technical support leadership role

Who is AVIRE?

Connecting and Protecting People, AVIRE combines 4 market-leading brands (Rath, Janus, Microkey, and Memco) within the elevator and emergency communications industries; currently offering light curtains, emergency telephones / GSMs, and life safety solutions. Each brand has a strong market presence, a unique identity, a distinct product range, and a long, successful history. With HQ in Maidenhead UK and manufacturing locations in Spain, USA and the Czech Republic, and sales offices in 13 locations across the globe, AVIRE is a truly global brand, employing over 300 people.

AVIRE is part of the Halma group (www.halma.com). Halma bets on talent! We are looking for bright, ambitious people to join our team and stay for the long term. With over 45 businesses under its ownership, Halma is a great place to start, advance, or accelerate your career.

Benefits

• Competitive salary and bonus plan
• Complete benefits package including health, dental & vision insurance, 401K, vacation, and generous parental leave
• Paid time off
• Professional development training opportunities
• Hybrid schedule with flexibility

How do I apply?

If you are interested in learning more about the company and this position, please send your resume to: Kathryn.derse@avire-global.com.