Customer Technical Support Manager , Umo Mobility

Business Unit:
Cubic Transportation Systems
Company Details:
Job Summary: Supervises staff that responds to customers questions, complaints, inquiries and orders for company products and/or services. Provides technical expertise, solutions and leadership coupled with a staff supervisory role. This is a visible position that may require incumbents to work closely and collaboratively with subcontractors and third parties to ensure the success of the technical support function. This position typically works under the supervision of the Head of Customer Success for Umo Mobility. Incumbents of this position will regularly exercise discretionary and decision-making authority.
Job Details:
Job Summary: Supervises staff that responds to customers questions, complaints, inquiries and orders for company products and/or services. Provides technical expertise, solutions and leadership coupled with a staff supervisory role. This is a visible position that may require incumbents to work closely and collaboratively with subcontractors and third parties to ensure the success of the technical support function. This position typically works under the supervision of the Head of Customer Success for Umo Mobility. Incumbents of this position will regularly exercise discretionary and decision-making authority.
Essential Job Duties and Responsibilities:

• Prepares policies and procedures for Customer Technical Support area.
• Resolves difficult and complex problems, such as tracing lost shipments, investigating issues with devices, and connectivity issues with the Umo SaaS Platform.
  
• Assures support functions are accomplished within budget, schedule and contractual requirements.
• Coordinates and monitors all elements of assigned spares/repairs projects from conception to completion, including quotation development, sales order issuance, procurement, production, testing and delivery, ensuring adherence to budget, schedule and contract requirements.
• Maintains reports about systems availability and reliability to support Customer Success Managers.
• Communicates effectively with both technical, non-technical and management personnel.
• Proposes and provides optimum solutions given business, technical, time and resource constraints
• On escalation of Operational issues, provides technical analysis and resolution/management of resolution. Scope may span hardware, infrastructure, applications or mechanical issues.
• Provides technical designs/specification and evaluations, development support, recommendations and solutions for front end/back office systems/devices.
• Prepares key performance indicators and evaluates performance against them.
• Develop schedules and forecasts and coordinate them with Cubic stakeholders e.g. Fulfillment, Customer Service Center, Customer Service Call Center.
• Develop and implement plans to mitigate end-user concerns.
• Develop and recommend process and systems improvements aimed at improving efficiencies and performance.
• Work closely with Cubic entities and third party subcontractors to ensure that system solutions and processes meet customer and other stakeholder needs. Manage the operational aspects of these solutions.
• Recommend Business Rules and compose and manage the standard operating procedures addressing program requirements.
• Serve as main point of contact for stakeholders.
  

Minimum Job Requirements:
Four year college degree in Business, Engineering or other related fields, plus eight years experience in the Customer Service. Must have good interpersonal, organizational and communication skills. Proven ability to communicate and interface with all stakeholders. Must be proficient in Word, Excel and PowerPoint. Must possess excellent verbal and written communication skills. Demonstrated ability to analyze data and use the results to improve processes. Highly organized and detail oriented.
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Worker Type:
Employee
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We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.