Must live in Wisconsin. No remote, no relocation.

JOB TITLE: Technical Support Manager

SUMMARY OF POSITION:

Outform is seeking a Technical Support Manager to join our team.

Outform builds cutting edge interactive displays for today’s retail environments. Working with some of the best-known brands in the world, we design, build, and execute retail marketing programs globally. Above all else, we always “Dare to Innovate”.

We are seeking a highly skilled Technical Support Manager to manage our technical support services in a dynamic retail environment. As a key member of our program management team, you will be responsible for overseeing the daily operations of our technical support services, ensuring that our customers receive prompt and efficient assistance. You will collaborate with various internal departments to enhance the customer experience and improve the overall performance of our technical support services. The ideal candidate will possess extensive knowledge of technical support processes and tools, as well as exceptional leadership skills to effectively communicate internally and externally. Your role will also include monitoring performance metrics, addressing complex customer issues, and providing internal feedback and suggestions on how to improve our level of service. By fostering a culture of excellence, innovation, and customer focus, you will help to shape the future of our technical support operations and contribute to the overall success of our organization. This is an excellent opportunity for a motivated professional looking to make a significant impact in the retail industry and to provide superior technical support services to our valued customers.

Responsibilities:

Our Technical Support Manager (TSM) works alongside the technology sales team to support our customers. The primary role of TSM is to support the Senior Technology Sales Manager with our existing and in-development hardware and software. TSM will be responsible to manage all issued work orders from customer per agreed service level agreement, this includes technical troubleshooting over the phone, scheduling technicians for on-site visit, dispatching replacement hardware, assessing return hardware, configuring hardware and testing hardware, working with various deployed software and testing software. A successful TSM is detailed oriented, has a high aptitude for learning new skills, and is a self-starter. The TSM must be capable at problem solving and thinking outside the box.

· Manage the day-to-day operations of the technical support.

· Learning and working within Service Channel software platform

· Develop and implement technical support policies and procedures.

· Monitor and analyze key performance indicators to evaluate performance.

· Ensure timely resolution of complex technical issues escalated by customer.

· Collaborate with product and engineering teams to enhance technical support capabilities.

· Conduct self-training training sessions to improve skills and knowledge of products.

Requirements

· Proven track record of successfully managing hardware and software, with a strong understanding of project management methodologies.

· Deep understating of retail digital displays, signage and retail media networks

· Excellent leadership skills with the ability to inspire and motivate cross-functional teams.

· Strong analytical and problem-solving skills, with the ability to make data-driven decisions.

· Exceptional verbal and written communication skills, capable of engaging stakeholders at all levels.

· Familiarity with digital tools and platforms used in retail, as well as a keen understanding of the evolving digital landscape.

· Good understanding of retail environments, fixtures, and retail fixture deployment, especially big-box retail and club stores.

· Experience with electronics, the ability to read and understand electrical schematics and wiring diagrams.

· Experience creating writing diagrams and visual aids to communicate system functionality to variety of internal / external stakeholders.