Remote Manager, Technical Support

Summary

The job is for a Technical Support Center Manager at Attabotics, a fast-paced company specializing in robotics and supply chain systems. The role involves overseeing the TSC team to ensure smooth operation of various systems and leading a high-performing team. The position can be based in Calgary or remotely from any North American location.

Requirements

• 5+ years experience in leading an Operations Centre or experience as a Technical Support Lead / Manager is required
• 7+ years of team or department management experience
• Bachelor’s degree in technical field or equivalent combination of education and experience
• Solid technical and troubleshooting skills and a mechanical aptitude
• Outstanding organizational, time management and planning skills required
• Responsive and strategically adept when working with multiple priorities
• Excellent written and verbal communication skills
• Excellent presentation development and delivery skills
• Skilled with leading people remotely through: - flexible communication, delivering multi-mode communications - setting clear performance and team dynamic expectations - employing collaborative communication technology

Responsibilities

• Oversee the activities of the TSC team to ensure smooth running of Attabotics’ collection of systems
• Provide oversight and management of the day-to-day operations of the Technical Support Center
• Ensure systems are in place and utilized to capture, report and communicate service metrics
• Identify best practices, contributing to the TSC knowledge base and increasing support service delivery
• Direct and oversee all aspects of Attabotics system incident response policies, objectives, and initiatives
• Collaborate with Field Operations, Engineering and other internal teams, to drive incident resolution
• Drive the continuous improvement by documenting and standardizing support processes
• Manage and report on Key Performance Indicators to the organization
• Align customer support activities and initiatives to support and enhance the objectives of the organization
• Develops team through coaching, feedback, exposure, and alignment of department goals to the organization’s goals

Preferred Qualifications

Background in Electrical / Mechanical Engineering considered an asset

Benefits

Work closely with the People + Culture team on engagement, performance, retention strategies