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Technical Support Manager

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Title: Technical Support Manager
Reporting to: Director of Client Services

Job Duties:
Velocity11’s top corporate priority is creating Raving Velocity11 Fans through exceptional service and unflagging attention to the customer’s needs. The Technical Support Manager creates and manages the Technical Support Group. The Technical Support group is the primary advocate for the customer and is the main point of technical support for Velocity11’s Field Service Engineers (FSEs) in the US and Europe and throughout the world.

This job is based at Velocity11’s corporate headquarters in Menlo Park, California..

• Strategic Organization 
- Identifies current weakness in the system and streamlines processes in the Service Center to increase
  efficiency, lower costs, reduce confusion, and enable growth 
- Strategically defines, builds, and manages the Technical Support Team in keeping with Velocity11’s
   Corporate Goals and the goals of Velocity11’s Service Center 
- Evaluates new technologies to decrease call waiting and time to resolution, lower costs, and expand
   coverage

• Customer Relations 
- Maintains a friendly, helpful, energetic, and honest attitude with customers at all times 
- Safeguards customer confidentiality & earns customer trust 
- Communicates with third-party integrators about service concerns with their customers 
- Triages touchy service cases and works towards resolution (escalating when necessary)

• Communication 
- Strategizes with appropriate operations, engineering, and applications teams to alleviate recurrent technical
   and application problems and communicate solutions to the service team 
- Solicits customer feedback on quality and functionality of Velocity11 products and disseminates information to
  the appropriate Product Manager 
- Reports regularly to Director of Client Services as to status of customers and technical problems 
- Designs, implements and executes upgrade and recall plans 
- Organizes publishes service procedures and service bulletins and disemmi

• Documentation & Training 
- Develops, organizes and executes training programs and materials for user, service, and maintenance
   procedures 
- Investigates and implements new technologies for distance education 
- Teams with Tech Pubs and FSEs to develop and execute a system for creating service manuals, service
   procedures, and service bulletins 
- Identifies and fulfills support and training needs of the FSEs

• Human Resources 
- Oversees the management duties of the technical support team 
- Provides feedback, motivation and correction to Velocity11’s Technical Support personnel and coordinates
   hiring, firing, training, and professional development of employees 
- Develops annual staffing needs with the Director of Client Services 
- Respects and promotes Velocity11’s Corporate Priorities and Velocity11’s Commitment to Service 
- Participates in Service Managers meetings 
- Signs time sheets, approves PTO, assures for adequate coverage

• Service Cases 
- Responds to technical questions via the service (800) number and emails to the Service Center 
- Troubleshoots with caller to determine nature of problem. Refers case to FSE if an on-site visit is necessary. 
- Escalates service cases as appropriate to production or engineering groups, and assists in resolution of
  those problems 
- Updates Service database with service call information

• General Administration 
- Manages service element of the IT database 
- Coordinates service on third-party and component instruments with appropriate vendors 
- Ships parts and support material to FSEs and customers

Requirements
• Unparalleled and unquestionable commitment to the customer
• 5+ years experience in a customer support role with a high tech organization
• Start up or small business experience a plus
• Understanding of necessary procedures for a service center and the initiative to implement them
• Bachelor’s degree in Engineering or Life Sciences (all disciplines considered)
• Excellent English communication skills—oral and written
• Excellent planning, organizational, and decision-making skills
• Vision to grow with the Service team and to implement constructive change
• Drive to learn new skills and material
• Proven ability to multi-task and work with interruptions
• Proven ability to work effectively and cheerfully under stress and exhibit business acumen to handle
   unplanned events & respond in a timely manner
• Thorough knowledge of common office software (MS Office/Acrobat/Windows/relational databases)

We provide a competitive salary and benefits package, including stock options and 4 weeks of paid time off per year.

Please submit your resume, along with a cover letter detailing how you can contribute to providing our customers with the Ultimate Automation Experience™ to: jobs@velocity11.com

We are an equal opportunity employer.