Job Purpose:

The primary purpose of this position is to lead, inspire, train and develop the Technical Support team providing a high quality, 24 hour, 5 day a week support to our Customers primarily through our online chat service.

This is a customer facing team, responsible for 100s of direct customer interactions every week you are responsible for the quality, consistency and professionalism of the responses and continuously improving the quality and relevancy of these responses.

You will be responsible for achieving the agreed service levels and KPIs, setting staffing levels and ensuring headcount is sufficient to meet the growing support requirements. For peak demand - you will coordinate with our global FAE teams who will provide additional support.

This position is responsible for cross functional collaboration with Product Management and Sales to provide effective Customer Support and to ensure the business objectives are achieved.

Principal Accountabilities

- Continuously train and evaluate the technical team and supervisors to ensure they deliver professional customer support including service quality and consistent messaging,technical and business knowledge.

- With your supervisor team, ensure 100% of chats are reviewed for opportunities to continuously improve responses, ensuring consistent messaging and customer service.

- Pro-actively supervise real-time chats and provide 1-1 coaching with supervisors and team members to improve the quality and relevancy of the chats

- Train and ensure the team have a clear understanding or how AICC does business the customers, distributors and sales strategies.Ensure the team know where to get the internal support they require.

- Set up regular product and application training and ensure that training for new products is completed before the new products are launched.

- Monitor and ensure closure of chats, manage escalations and recommend and drive process and service improvements.

- Ensure the right headcount and staffing levels are in place to deliver the required service levels.

- Measure and monitor team performance, drive the team to achieve service levels and KPI targets.

- Prepares management reports and uses the data and tools available to continuously improve customer satisfaction.

- Pro-actively identify and recommend improvements to website, systems and processes to enhance the chat service and customer experience within the website.

Key Challenges

- Providing support on a 24/5 basis to customers located across the world.

- Ensuring service levels and are met.

- Managing staffing levels to ensure correct capacity planning across each 24/5 periods.

- Working with our global marketing and product teams to constantly improve service and responses

- Understanding the AICC business practices, customers,, product range and technical details and competitor product range.

- Understanding new technology and the opportunities it provides to AICC and how the technical team needs to support this.

Skills, Know How and Experience

- This is a highly visible and demanding role requiring a proven track record in technical or FAE support in the field of connectors or similar electronic component products in a global technology company.

- Must have experience leading and developing teams to deliver customer satisfaction in an online technical support or sales support environment.

- Passionate about customer service and surpassing KPIs and service levels.

- Excellent written and verbal communication skills.

- Must demonstrate effective leadership skills and is willing to challenge senior management building clear justifications for change.

- Able to take ownership and use initiative, meet deadlines and work in a fast paced environment

- Must demonstrate strong collaboration, team working and proactive influencing skills.

- Comfortable dealing with ambiguity.

Experience

- 10-15 years of electronic engineering experience, ideally as a technical support engineer or FAE with at least 5 years in a manager role.

- Experience in the connector electronics industry a plus

- Experience of Live chat and Salesforce preferred.

- Degree (Mechanical, Electronics & Electrical Engineering)

Position Dimensions:

- Manager- managing a team of supervisors and team members.

- Significant stakeholder management and cross functional working with teams located in every region and across multiple functions sales,product management and marketing.

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