Manager Technical Support - On-site

Manager Technical Support - On-site

Manages and leads a multi-faceted service organization for complete customer/consumer satisfaction and unwavering brand loyalty. Provides leadership and direction for the consumer/technical service call center and technical service repair area. Responsible for defining, achieving, measuring and maintaining all department performance goals.

KEY RESPONSIBILITIES

• Plans, organizes and manages all activities for the service team, including organization, staffing, technology, training and reporting.
• Improves service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results as well as implementing change.
• Oversees all aspects of service inventory (pricing, availability, duration, kits, etc.).
• Manages full integration of system (ERP, phone/call management, email, website) capabilities for improved efficiency, service quality and broader business initiatives. Investigates and analyzes software related industry/product specific standards and specifications.
• Monitors and leads call center performance through various statistical and reporting methodologies, and provides coaching to improve quality.
• Monitors trends based on calls, issues, and queries and through these tools make recommendations on how to improve the quality of service as well as reducing repeat contacts.
• Partners with internal teams such as technical, marketing, sales, quality and marketing to resolve issues, capitalize on opportunities, develop/execute field service strategies and deliver special projects.
• Proactively leads the dissemination of product and/or consumer/customer information to appropriate departments to assure overall business goals are achieved.
• Records, analyzes, documents and presents departmental performance to management team.
• Promotes a safe, clean and orderly workplace and ensures compliance to all State and Federal safety legislation.
• Performs other duties as assigned.

SUPERVISORY/MANAGEMENT RESPONSIBILITIES

• Manages, controls and recommends operating, capital and expense budgets within approved guidelines.
• Develops and revises departmental policies, procedures and guidelines to meet business needs.
• In partnership with human resources, performs human resources responsibilities for staff which includes but is not limited to the following: hiring and terminating employees, promotions/pay adjustments, staff development, performance evaluations, resolution of employee concerns and disciplinary counseling.

EDUCATION AND EXPERIENCE REQUIREMENTS

Education: Bachelor's degree in business administration or equivalent.

Experience: Typically requires a minimum of 5 years of experience in managing customer service and technical service and repair functions within a manufacturing environment.

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrated leadership skills and abilities to influence others, lead work teams and provide guidance to other staff.
• Strong interpersonal, verbal and written communication skills to effectively communicate with all levels throughout the organization and external vendors, strong customer service orientation, excellent problem solving skills and the ability to drive for results. Ability to handle escalated issues to diffuse concerns.
• Ability to deal effectively in a high stress environment.
• Proven ability to organize and manage multiple projects demonstrating a sense of urgency.
• Advanced skills and proficiency in using the Microsoft Office Suite (Word, Excel, Access, PowerPoint and Outlook). Ability to use complex software applications to analyze and solve business problems.
• Excellent math and statistical analysis skills with the ability to interpret those factors and how they affect metrics and KPIs.
• Ability to travel occasionally.
• Range $90k - $130k depends upon experience.

A few pointers about our culture:

• Entrepreneurial spirit and innovation are in our bones! We authentically innovate trusted equipment that gets people out there. We are laser-focused on our consumers, and passionate about inspiring people to actively engage with the amazing awe of the outdoors again and again. We strive to create meaningful, healthy change in the world as individuals and as a family of brands. We value diversity and team members who are willing to wear multiple hats; who take personal initiative, anticipating what needs to be done, and figuring things out to make them happen; but who are also willing to ask for help, to assist others and work together.

What you will receive:

• Share in the company's success - Competitive base salary, with additional earning potential through participation in the annual discretionary cash profit sharing program, and eligibility for annual pay increases.
• Find your work/life balance with generous paid time off and holiday benefits, health insurance and wellness plans.
• Further your career with training opportunities including our tuition assistance program.
• Plan for your future with our 401k with company match and deferred retirement contributions, Sons & Daughters Scholarship program, life and LTD insurance, and more.

All qualified applicants will receive consideration for employment at Johnson Outdoors (and all subsidiaries) without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. Johnson Outdoors is proud to be an affirmative action and equal opportunity employer.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, please contact Human Resources at HRSpecialAccommodations@johnsonoutdoors.com to let us know the nature of your request and your contact information.

About Us:

JOHNSON OUTDOORS is a leading global innovator of outdoor recreation equipment and technologies that inspire more people to experience the awe of the great outdoors. The company designs, manufactures, and markets a portfolio of winning, consumer-preferred brands across four categories: Watercraft Recreation, Fishing, Diving and Camping. Johnson Outdoors iconic brands include.: Old Town canoes and kayaks; Ocean Kayak; Carlisle paddles; Minn Kota fishing motors, batteries, and anchors; Cannon downriggers; Humminbird marine electronics and charts; SCUBAPRO dive equipment; Jetboil outdoor cooking systems. Founded in 1970 by Samuel C. Johnson, the Company has delivered double-digit compound annual growth over its history, evolving from a single brand into a nearly $663 million global enterprise with around 1,300 employees across 20 countries.