Technical Support Manager Jobs in Maryland, United States at Smiths Detection

Title: Technical Support Manager

Company: Smiths Detection

Location: Maryland, United States

Job DescriptionThe Manager, Technical Support will oversee the day-to-day operations of the Technical Support team to provide technical support to the Service Delivery team as well as participate in the installation of Smiths Detection’s complete range of products.

The leader will manage team travel and support schedules by driving a “Safety First” culture, prioritizing business needs and the employee’s work life balance. In addition, the Manager, Technical Support will drive individual performance and leverage team resources to achieve organizational goals.

The individual must be extremely organized, have a strong technical problem-solving mentality, exceptional product knowledge and use his/her extensive experience and reasoning to plan and accomplish goals.

The individual must have an ability to establish strong working relationships with other departments within Smiths Detection including Field Service, Service Programs, Product Support, PMO, Technology, Operations and others as needed. They will continue to look for common-mode problem occurrences and seek to resolve, both independently and with the aid of others. Uses MS Word, Excel, Power Point, Visio and Project to provide information summaries and schedule activities as required.

Duties & Responsibilities

Works with Director, Service Support to provide the strategic direction to the Technical Support Team

Facilitate priority setting to ensure that the Americas Service Programs team and the Service Delivery teams are adequately supported

Continually manage the soft skills and Individual Development Plans for the Tech Support Team

Responsible for sharing concepts and ideas internal and external

Exercises every available measure to control and minimize costs while maximizing revenue

Develop team members professionally throughout the employees tenure

Manages team members performance on a regular basis and resolves team and individual team member issues

Ensures the full range of products can be supported by the Technical Support Specialists and the Field Service Technicians

Works with the Training Organization and Product Support Specialists to determine overall departmental training as needed

Partner with the Service Programs Team to ensure delivery of quality installations across the Americas

Acts as a liaison between internal and external customers on a frequent basis

Works with the team to facilitate onsite and virtual 24/7 support to the Americas Field Service Delivery team on technical escalations and the Americas Services Program Team to deliver quality installations across the Americas

Provides guidance to the Technical Support Technician Supervisors to ensure the team has the appropriate work/life balance

Provides guidance to Technical Support team in analyzing and resolving field problems promptly—monitors issues and performance to track trends to facilitate continuous improvement.

Escalates quality and safety issues encountered in the field

Interviews, hires, disciplines, develops and provides training for staff as required

Travel and work hours other than Monday-Friday will be required

Comply with and ensure department compliance with Company health, safety and environmental policies

Comply with all applicable export control and security regulations

Required to successfully obtain and maintain government clearance(s)

Other duties as required

Complying with and promoting all relevant legal requirements & Smiths policies and procedures, including business ethics, dat…

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