11665: Service Support Manager

Our client is seeking a Service Support Manager in Chico, CA to manage the Service Helpdesk Tier II team, which will assist customers and field service technicians for basic MFP function (setup) to include basic print and scan support tickets.

Hardware Training:

• Deliver manufacturer-based training on hardware to empower Tier II technicians.
• Focus on technical MFP training, guiding technicians to efficiently resolve print and scan issues with proven troubleshooting techniques.

Call Center & Staffing Management:

• Define call center management practices including headcount, staffing requirements, and best practices for smooth operations.
• Establish detailed escalation and de-escalation protocols for every tech support phone call.

Firmware, Software, and SOP Expertise:

• Gain intricate knowledge of device firmware and software upgrades, ensuring adherence to best practices.
• Develop and refine Standard Operating Procedures (SOPs) for both technical and departmental processes.

Continuous Improvement & Cost Efficiency:

• Identify opportunities to reduce costs and boost productivity through continuous improvement initiatives without compromising service effectiveness.
• Collaborate with cross-functional teams to ensure department alignment with our client’s overall goals.

Service Manager

Chico, CA 95973 USA