Software Support Manager

Software Support Manager – Remote
 
Come build your career. 

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of more than 50,000 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job:  
As a Software Support Manager,  you’ll be part of our Mac Tool team working as a remote employee.  Mac Tools is a supplier of professional grade automotive tools and tool storage solutions.  We are seeking a Software Support Manager to support our software support team of who service and support sour Distributor network in the US and Canada with answers relating to our product availability, pricing and shipment information. In addition, we have multiple proprietary software’s used by our distributors for managing their independent business. These software packages assists our distributors with ordering product, managing inventory, selling product and customer base management.  The Software Support Manager is responsible for leading a team of seven software support specialists, ensuring high quality support t and service for customers. This role involves team leadership, scheduling, call supervision and performance management. The supervisor will act as a key resource for escalated calls, overs daily support operations, and foster a culture of continuous improvement and professional development. This position also supports our distributor network in the United Kingdom.  You’ll get to:   

• Monitor team performance metrics, recognize achievements and identify areas for growth.
• Review team reporting as well as individual level reporting
• Provide opportunities for skill enhancement, knowledge sharing, training on new tools and software. Ex. Salesforce Lighting, Account Management Portal (AMP), mobile AMP app and future technology implementation.
• Develop additional team productivity trainings
• Lead the training and onboarding of new hires
• Lead discussions on team hurdles, collaborative problems solving and implement best practices
• Define and assign action items with clear responsibilities, track progress and report updates to management
• Develop and manage an on-call schedule to ensure proper support coverage 6 months in advance
• Approve and coordinate PTO requests to maintain service levels adjusting calendars in live time
• Strategically plan team schedules to ensure appropriate phone and workload distribution during peak periods Ex. Launching AMP, AMP conversions and other large workload launches.
• Manage develop and deliver distributor level reporting to multi routes
• Handle escalated inbound calls, ensuring timely and effective issue resolution
• Manage after hours calls to maintain service continuity as needed
• Address complex customer issues, document interactions accurately and track resolution progress
• Monitor and analyze call handling metrics, identify trends and implement process improvements based on customer feedback
• Generate and deliver reports to the software support manager as needed, providing insights into team performance call trends and operational improvements
• Maintain and update training documents to ensure team members have access to information, procedures and best practices

The Person:  
You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it. You also have:  

• Experience in software support and/or customer service management preferred
• Experience with proprietary software or demonstrated ability to learn software applications
• Experience with data base management tools, screen sharing software, and commonly used operating systems
• Strong customer service skills – phone and written
• Superior follow-up skills
• Proven ability to lead, mentor and develop a team to achieve service excellence
• Experience with CRM tools and phone systems
• Analytical skills to assess challenges and implement solutions
• Excellent customer service skills, including problem discover, resolution and follow up
• Ability to manage multiple priorities effectively in fast paced environment

The Details:  
You’ll receive a competitive salary and a great benefits plan, including:

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement.
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