We have an opportunity for a motivated individual to fill the role of Technical Services Care Manager. In this position, the successful candidate will be responsible for managing the Technical Services Care team.

Why this Role is Important:

Budderfly installs a variety of advanced technologies to save energy on our customers’ sites. Ensuring that these technologies operate efficiently and without issue is vital to the success the organization. This role is for a key player among the impactful team which is tasked with ensuring that these technologies continue to operate at the utmost efficiency while ensuring optimal customer satisfaction. They will do this by managing all Technical Services Care employees for the Technical Services team. The successful candidate will have an enthusiastic background in managing a Customer Support team. This role will work alongside the other Technical Services teams to ensure a smooth workflow and balance to yield the highest customer satisfaction.

Responsibilities:

· Lead the Technical Services care team to strategical success

· Work with the Technical Services Business Improvement Manager to establish, audit, and oversee Technical Services Care processes to ensure expectations are met by all parties.

· Ensure utmost customer satisfaction (internal and external to Budderfly) from direct reports

· Develop and monitor budgets, goals, and objectives to insure departmental profitability.

· Review team members’ work to ensure quality meets established standards and techniques; makes recommendations as requirements to improve quality and productivity.

· Maintain communication with internal stakeholders about operational problems or customer escalations

· Direct team members to meet service demands and customers’ expectations.

· Designs, develops, indexes, and maintains process and technical documentation.

· Promotes training opportunities and resources to employees.

· Coordinates training, documentation, and talent management system efforts with other team training resources.

· Keeps daily logs and records of all functions in Company systems

 

Desired Skills and Experience:

· Minimum of 3 years proven experience in a customer support team and hands on management experience

· Associate’s degree required, Bachelor’s degree preferred

· Maintaining positive relationships with contractors and customers

· Coordinating multiple projects concurrently

· Documenting technical processes

· Experience building and leading a team of Customer Support associates is a benefit.

· Working knowledge of the techniques, methods, and tools of Customer Support

· Enjoys continuous learning, as supported by your organization, both technically and professionally

· Excellent verbal and written skills.

· Work across / with organization Teams.

Location: Shelton, CT