The posting
Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.
About This Role
LenelS2 is seeking a talented manager to lead one of our Access Control Technical Support Teams, which is responsible for troubleshooting and driving resolution to a variety of queries (both technical and non-technical) from our integrators, end-users, and internal employees. The technical support group is national, with engineers located across the US and spanning multiple time zones and coordinated with other support teams across the globe.
Key Responsibilities:
- Provides technical support for integrators and end users by means of technicians and support specialists who diagnose, troubleshoot, and repair complex access control/video/global hardware, sophisticated computer systems, software systems and applications, integrated 3rd party products, as well as networking and wireless networking systems.
- Coordinate with leadership and engineering on situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. Manage escalations, Key Account customer incidents, join customer facing calls when required to assist in managing resolutions
- Working on issues where the analysis of situations or data requires an understanding of the goals and objectives of the organization. Determine goals and objectives for respective team in alignment with the National and Global Technical Support teams. Conduct monthly 1:1 with direct reports, manage Performance Connections, goal setting and career pathing opportunities.
- Ensure that all Support processes are documented and kept current to achieve our customer satisfaction, operational and compliance objectives
- Guarantee that the team documents, tracks and manages all support requests, communications, and actions in the Salesforce ticketing system. Ensure professional and detailed internal and external communications.
- Ensure that the support team follows established processes (e.g. case management, problem resolution, escalation) and best practices to ensure prompt resolution of all customer requests, SOP (Standard Operating Procedures) compliance, and positive customer experiences
- Implement Knowledge Owl Support practices – team uses the Knowledge Owl knowledge base (KB) for research during problem resolution and regularly contributes content to facilitate the growth, accuracy, and consistency of knowledge base articles. Assist in policy creation, maintenance, and expectations of articles for KB that is both internal and external facing.
- Provide regular management updates and reports on team performance.
- Recruit, manage and ensure the ongoing professional development of the Support team members. Successfully lead staff to achieve quarterly metrics using established OKR's and Performance Goals.
- Effectively engage and motivate the Support team to achieve the departmental objectives.
- Developing strong relationships with other leaders in the LenelS2 technical support department, other interfacing departments, and the organization as a whole.
- Provide leadership in resolving issues related to inter-departmental workflow and processes.
- Develops, trains, and evaluates group members, and coach/train as needed. Have developmental conversations to understand career goals, create development plans personnel to ensure the efficient operation of the function. Evaluate skill level and performance of all
Required Qualifications:
- High School Diploma or GED
- 2+ years in a senior technical support role or a technical support team lead role
Preferred Qualifications:
- Prior experience with local and remote staffing as it pertains to training and supervising.
- Access control software & hardware support experience, networking experience, experience with knowledge bases, as well as ticketing systems such as Salesforce.
- Bachelor of Applied Science degree in Computer Systems Networking and Telecommunication or equivalent certifications such as Computer Systems and Network, Information and Technology or Information Technology and Computer Architecture preferred.
- A+ Network Certification, ComptiA+, CCENT, CCNA, PSP certifications are a plus.
#LI-Hybrid
