Technical Support Manager
Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.
We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.
We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?
You will be responsible for proactively managing Technical Service Engineers across Backline/Cloud & Proactive disciplines, including managing escalations, participating in user group meetings, and developing operational relationships with the key internal customers and external customers. The Technical Support Manager is a highly committed individual with a background working in a problem solving, customer service environment, and experience of managing multiple deliverables successfully. You have outstanding verbal and written communication skills, demonstrate flexibility and integrity, and able to build positive working relationships with / across all teams, functions and customers.
Duties and Responsibilities:
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Responsible for the performance and results of the Technical Services Engineers, regardless of their main focus (Cloud/Backline/Proactive)
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Effective management of the team including coaching, mentoring & development.
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Regular one on one interactions to ensure expectations and the company/department direction are clearly communicated.
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Establish strong operational relationships with Engineering, CRI and Support Tiers. Act as an escalation point for high severity customer issues that arise from within the team; or directly from customers.
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Monitor and manage according to key metrics which will measure the effectiveness of the team in meeting key goals such as customer satisfaction and productivity. Continuously seek to improve processes and working practices to ensure that these goals are achieved. Defining, Supporting and executing the strategy, mission and vision of Keyloop Technical Services
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Improving Platform quality through engagement with other Keyloop Teams.
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Recruitment, performance management and development of the team including coaching, mentoring, and regular one-to-one interactions to ensure expectations and the company/department direction are clearly communicated.
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Leading, organizing and motivating the team to deliver the highest possible quality of service to customers. Creatively managing and allocating resources to ensure appropriate availability and skill within the team to resolve customer issues in optimum timeframe.
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Building effective working relationships and collaborating with other functions / support teams to ensure smooth information flow and the operational success of Keyloop Platform Function.
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Acting as an escalation point for high severity customer issues that arise
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Regularly meeting with internal customers to gather direct customer feedback, educate on platform processes, and promote Technical Services
Knowledge and Experience:
The Technical Support Manager plays a critical role in shaping the overall customer experience and maintaining customer satisfaction. By effectively managing the support team and processes, this role contributes to the company’s reputation and long-term success.
The Technical Support Manager is accountable for the performance and outcomes of the technical support team. This includes ensuring timely and accurate resolution of customer issues, maintaining high levels of customer satisfaction, and achieving support-related KPIs.
Skills and Abilities:
Why join us?
We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.
An inclusive environment to thrive
We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.
Be rewarded for your efforts
We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.
Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials.
We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply.