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Technical Support Supervisor
OutBack Power Technologies Arlington, Washington, United States 112 Days Ago
Overview
Job Type: Full-Time
Job Category: Administrative / Office Support
Sub Category: Customer Service
Job Shift: Day
Posted: 2018-04-26
Zipcode: 98223
Requirements
Minimum Education: 2 Year Degree
Degree Title:
Minimum Experience: 4-6 years
Job Status
Start Publishing: 2018-04-24
Stop Publishing: 2018-05-24
Description

We are seeking a Technical Support Supervisor for our team in Arlington, WA. This person will be responsible for supervising technical support representatives, providing training and timely technical responses to customers, field sales staff, and support teams. This shall include traveling to customer's sites to provide consultation, guidance and training.

 

Responsibilities:

 

  • Provide leadership and supervision to technical support team and set priorities to ensure customer questions and issues are resolved thoroughly and in a timely manner
  • Identify training needs to ensure team is properly trained on daily tasks, new products and/or upgrades to products
  • Prepare and manage the performance review program and make recommendations for compensation increases for the technical support department
  • Provide technical guidance, product training, applications consulting and participate in preparing technical/applications presentations for customers and field sales and engineering teams
  • Assist technical support team with troubleshooting escalated issues
  • Coordinate the return and repair of warranty equipment and track RMS's and warranty authorization for authorized service providers
  • Assist technical support team in providing parts, spares and replacements to field engineers and product management
  • Enter problems and resolutions in an electronic tracking database
  • Monitor industry forums and post corrections to inaccurate information about the company's products
  • Submit customer quality issues to quality manager for response and resolution
  • Track and maintain department metrics on email and call volumes and hold times
  • Provide root cause analysis of failures and on-site troubleshooting as required
  • Make recommendations regarding process improvements
  • Produce technical training videos for customers, field sales and engineering teams

 

Requirements and Skills:

 

Education: 2 Year Degree or equivalent military training in field of: engineering, information technology, computer science or other technical degree

Experience: 4 - 6 years in field of: customer service, electronics, engineering or other technical field

Supervisory: 1 - 2 years     

  • Excellent record of attendance
  • Will work on-site (no tele-commuting)
  • Ability to speak/read/write English
  • Detail oriented with strong organizational skills
  • Work well under pressure
  • Current driver’s license and acceptable driving record
  • Sufficient credit line for business expenses
  • Available weekends and after hours when on call
  • Experience providing technical support/customer service
  • Strong verbal, oral and written communications skills
  • Team-oriented interpersonal skills
  • Strong analytical and problem solving skills
  • Ability to work both independently and within a team environment to solve difficult issues with limited supervision
  • Ability to instruct, motivate and supervise others
  • Ability to travel domestically and internationally

 

PC Application Skills:

Basic level: PowerPoint

Intermediate level: Word, Excel, Outlook, Visio

Advanced level:

 

Travel Requirements: Expected 10 - 25%

 

Desirable:

  • Familiarity with Salesforce
  • Prior SAP experience

 

 

No phone calls please. Equal Opportunity Employer

 

 

To Apply:

E-mail resume to: opportunities@alpha.com or fax resume to: 360-392-2148. For more info on OutBack Power visit www.outbackpower.com or The Alpha Group www.alpha.com

 

The Alpha Group offers a competitive package of employee benefits, including:

  • A comprehensive healthcare plan with dental, prescription and vision coverage
  • Company paid group life/AD&D insurance, an Employee Assistance Program and a voluntary life insurance, short-term disability and long-term disability program
  • Flexible spending plans for Healthcare and Dependent Care, including a substantial company contribution available toward annual licensed childcare costs
  • A robust 401(k) plan with varied investment options. Alpha contributes matching dollars annually at the discretion of its trustees
  • An annual tuition reimbursement program to encourage learning and growth
  • Eight paid holidays each year
  • Up to two weeks of vacation time accrued annually at the start of employment and sick time

 

About OutBack Power Technologies:

 

OutBack Power Technologies is the premier designer, developer and seller of off-grid and grid hybrid power electronics and balance of system components, for renewable energy and other power systems.

 

OutBack is part of The Alpha Group, a global alliance of independent companies, creating world-class power solutions. As a member of The Alpha Group, OutBack shares a common philosophy: create best-in-class powering solutions for communications, commercial, industrial and renewable energy applications. Alpha Technologies is a pioneer in the concept of reliable, uninterruptible power for communications and broadband networks and has a 40-year legacy of delivering visionary, market-driven power solutions. It is one of the largest private employers in the Bellingham, Washington area, with over $600 million in sales and 1,000 employees worldwide. OutBack Power leads Alpha’s renewable energy business growth strategy.

 


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