Arrow Electronics Technical Support Manager in Syracuse, New York
Technical Support Manager
Summary of Position
The Technical Support Manager will manage a team of technicians that are responsible for tier 2 and 3 technical phone support and repair of servers, laptops, desktops etc.… for our customers while they are using our products and services. This includes purpose built and traditional equipment. The person in this position will manager and work with engineers, technicians, production personnel, customers and others regularly – including leading, explaining and demonstrating product features to other workers. Work with various teams/departments/customers in the support and analysis of our high end and customized OEM computer products.
Essential Functions :
Manages and directs the Tech Services group by providing resources, training, and support needed for staff to service internal and external customers.
Manage and develop line staff, including providing direction, hiring, coaching and corrective action. Determine staff utilization, certification requirements.
Strategic planning for technical roles, as well as with existing and prospective customers/suppliers.
Process improvement/design and other duties as assigned.
Responsible for ongoing professional development
Develop a continuous improvement mindset for technical services area
Visit customer sites as needed to support/resolve issues
Build and improve relationships with product vendors
Participate in customer and employee training
Perform hardware failure analysis and testing on hardware components, identify issues and follow up on corrective actions
Represent Arrow in a professional manner; striving for total customer satisfaction
Perform other related duties as assigned
In-depth knowledge of hardware and software (desktops, notebooks and severs, etc…)
Coordinates and supervises the daily activities of business or technical support or production team
Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors
Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager
Accountable for the results of a large and/or moderately complex support or production operations team including subordinate work leaders
Applies acquired expertise to analyze and solve problems without clear precedent
Provides input on resource planning and policy development
Coaches team members on performance, completes employee performance evaluations and recommends pay actions
Ability to present and explain Company and technical information to potential or existing customers, as well as employees, both verbally and in writing.
Strong interpersonal skills and the ability to build productive and lasting relationships with management, employees, and customers
Possession of a continuous improvement mindset
LEAN thinking skills
·Ability to embrace change and adapt to changing priorities
Ability to meet deadlines and goals, and demonstrate a strong work ethic
Outstanding time management and organizational skills
Strong analytical skills with a meticulous and thorough approach to work
Ability to identify and anticipate problems or errors and provide innovative solutions
Ability to gather and analyze information skillfully and accurately
Strong technical skills and aptitude: strives to continuously build technical knowledge and skills and help others do the same
Ability to work independently and as part of a team in a fast-paced environment
- College Degree Preferred in Computer Science or related field
Minimum 4 years’ experience in the Technical Support field with 1 year with supervisory resposibilities
Knowledge of Digital Signage and Digital Security a plus
Lean training or “LEAN Thinking” Experience a plus
Certifications essential to Arrows mission (such as A+, MCP, MCSE, etc.)
Knowledge of Desktop, Mobile and Server-class INTEL/AMD processors, Desktop, Mobile and Server Class Motherboards, BIOS, firmware, PCI Express and PCI-X cards integration and testing.
Linux/Windows scripting, (Solaris, SMBIOS, DMI, ACPI, SLI I information experience a plus)
Ability to sit at a desk, computer station and/or table for extended periods
Ability to travel independently to attend various meetings, trade-shows, conferences, etc.
Ability to stand on feet for periods of time using walking, bending, stooping, squatting, turning, and lifting motions
Ability to converse verbally and in writing with others
Ability to lift up to 50 pounds
Ability to utilize multi-line phone system, computer monitor and keyboard (data entry)
Occasional travel required (approximately 5-10 days annually)
Customer Facing/Supplier Facing
Most people live in the present. But a handful of us live in a world that doesn’t exist yet — the world of Five Years Out. Five Years Out is the tangible future. And it’s a way of thinking at Arrow that serves as a springboard for innovators, helping them see what’s coming and stay ahead of what’s ahead.
We are much more than products and services. We’re a community of designers, engineers, builders and visionaries who navigate the path between possibility and practicality, across the complete lifecycle of electronics, in some of the fastest-growing commercial and industrial markets on the planet.
The work we do is everywhere, from things you’ve never seen to things you can’t live without. As a Fortune 113 company with more than 20,100 employees, serving over 80 countries, and 2018 sales of $30 billion, we guide innovation forward for the world’s leading technologies used in homes, businesses and daily life. If it takes a charge, chances are we helped design it, build it and get it to market.
Are you Five Years Out? Then chances are, you’ll enjoy working with us.
Arrow is an equal opportunity employer. It does not discriminate based upon race, national origin, religion, gender, sexual orientation, gender identity, age, disability, genetic information, protected veteran status or any other characteristic protected by law. Arrow will make reasonable accommodations that enable qualified individuals to perform the essential functions of their jobs so long as the accommodation does not create an undue hardship.
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