TinyMobileRobots is revolutionizing the way sports fields, parking lots, and other surfaces are marked. We design and manufacture cutting-edge autonomous linemarking robots, empowering our customers with efficiency, precision, and ease of use. We are a rapidly growing company seeking a dynamic and experienced Technical Support Team Lead to join our team and ensure our customers receive exceptional service.
Job Summary:
As the Team Lead, Technical Support, you will be responsible for leading and mentoring a team of technical support specialists, providing exceptional technical assistance to our customers using our linemarking robot technology. You will ensure timely and effective resolution of customer inquiries and technical issues, contributing to high customer satisfaction and loyalty. This role requires a strong technical background, excellent leadership skills, and a passion for customer service.
Responsibilities:
Team Leadership & Management:
Lead, mentor, and motivate a team of technical support specialists.
Schedule and manage team workloads to ensure timely response and resolution of customer issues.
Conduct regular team meetings and performance reviews.
Develop and implement training programs for team members.
Foster a collaborative and supportive team environment.
Technical Support & Troubleshooting:
Provide expert technical support to customers via phone, email, and online channels.
Diagnose and resolve complex technical issues related to the linemarking robots, software, and related systems.
Document customer interactions and technical solutions in a clear and concise manner.
Escalate complex issues to engineering or product development teams as needed.
Maintain a comprehensive knowledge base of product information and troubleshooting procedures.
Customer Relationship Management:
Build and maintain strong relationships with customers, ensuring high levels of satisfaction.
Proactively identify and address potential customer issues.
Gather customer feedback and provide insights to improve product and service quality.
Manage and resolve customer complaints and escalations.
Process Improvement & Reporting:
Develop and implement processes and procedures to improve the efficiency and effectiveness of the technical support team.
Monitor and analyze key performance indicators (KPIs) to track team performance and identify areas for improvement.
Generate regular reports on support metrics and customer feedback for management.
Contribute to the development of product documentation and training materials.
Qualifications:
Bachelor's degree in a technical field (e.g., Engineering, Computer Science, Information Technology) or equivalent experience.
Minimum of 3-5 years of experience in a technical support role, preferably in a robotics, automation, or related industry.
Proven experience leading and managing a technical support team.
Strong technical aptitude and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Experience with Zendesk or other ticketing systems.
Experience with GPS/RTK systems is a plus.
Experience with robotic systems or automation is a strong plus.
Valid driver's license and ability to travel as needed.
Benefits:
Competitive salary and benefits package.
Opportunity to work with cutting-edge technology.
Dynamic and collaborative work environment.
Growth and development opportunities.
If you have any question feel free to e-mail Global Service &Support Director Tina Stenshøj Kaysen at tsk@tinymobilerobots.com
TinyMobileRobots is an equal opportunity employer and values diversity. We encourage all qualified candidates to apply.