Technical Support Manager

About Franke

We, the Franke company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the professional foodservice systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.

The Franke Foodservice Systems division is a world-leading supplier of kitchen facilities, equipment and supplies solutions. As a full system manufacturer, distributor and program management partner, we supply global chains in the quick-service restaurant, convenience store and supermarket segments, helping to manage unit growth and upgrade their facilities.

 

About the job

SUMMARY 
The Technical Support Manager manages the after sales support activities and ensures the staff maintains optimum phone coverage while still providing the level of quality assistance expected by our SP network, customers & senior management.  Additionally this position is responsible for continuous improvement of all Franke products with regard to quality and improving the customer experience with Franke. 

Your tasks

ESSENTIAL DUTIES AND RESPONSIBILITES 
• Manages the daily activities of the Support Team to include but not limited to the following:  
• Resolve daily issues for all stakeholders
• Maintain relationships with Service Providers
• May perform Call monitoring to improve technical phone skills 
• Monitor timely and accurate completion of incidents
• Work with Engineering and Production teams to improve product quality and solve root causes of equipment failure
• Communicates Service Provider performance to all stakeholders 
• Assists in technical documentation creation and improvement as needed
• Participates with staff members in supportability review of product development  
• Creates, distributes and analyzes incident reporting and correction actions for continuous improvement for all Technical Support processes.   
• May be responsible for mentoring, coaching and offering timely and constructive feedback with Support Team members. 
• May Monitor individual employee and department productivity to ensure department and corporate goals are met.  
• Develop content and provide training for continuous education of Support Team members.  
• Educates staff to understand and communicate complex and technical information clearly and concisely, adjusting terminology to the needs of the customer (internal and external) in a p professional manner.   
• May coordinates with Human Resources all aspects of employee relations including, but not limited to, employee interviewing, hiring, coaching, counseling, disciplinary action, complaints, scheduling, training and development etc. 
• Reliable attendance is a must. 
• Other duties as assigned. 
• Special Demands:  
    Position requires high level of technical ability. 
    Position requires independent-thinking behaviors to keep the Support team engaged.   
    Position requires high-organization skills, good follow-up and control on customer issues and problems with the ability to demonstrate a good understanding of Franke’s business strategies when making decisions affecting customers; mentor the Support team to do the same. 
    Position requires high multi-tasking abilities to accommodate rapid changes dictated by the business.  
    Position requires the ability to mentor, cope with opposition and conflict effectively and the ability to overcome setbacks.    
    Position requires the ability to decide and choose courses of action based on solid information and timely escalation of problems when appropriate. 
    Position requires reporting and follow up on 24/7 dispatched calls. 
    Position requires specific reporting per quarter as specified by our customers.
    Proven ability to effectively deal with all levels of internal and external contacts 
    Must have problem solving/analytical skills.  
    Must have effective communication and interpersonal skills. 

Requirements

EDUCATION and/or EXPERIENCE  
• BA/BS degree in business management, communications, operations or Support-related field is preferred;  
• Minimum of two years’ Support Management experience required. 

KNOWLEDGE, SKILLS AND ABILITIES 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to e