Technical Support Manager jobs in Provo, UT

Technical Support Manager manages technical service-related operations for an organization. Oversees the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications. Being a Technical Support Manager ensures that physical inventory levels are monitored and replenished as needed. Responsible for designing and implementing improved process or operational policies. Additionally, Technical Support Manager recommends changes to products or services to fulfill customer needs. Requires a bachelor's degree. Typically reports to a top management. The Technical Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Technical Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)

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Sr Manager, Software Technical Support
  • Henry Schein
  • American Fork, UT FULL_TIME
  • ***This position is Remote*** 

    Job Summary

    This position is responsible for managing TSMs’ activities, oversee TSM growth and development, and coordinate with functional leaders and process owners to ensure all systems are working properly, so timely and effective customer service expectations are met and/or exceeded at all times. Works toward and assist in the achievement of individual, team and department goals, objective and initiatives.

    What you will do

    • Develop and implement customer service policies and procedures
    • Monitor customer interactions and ensure high-quality service is provided
    • Analyze data and feedback to improve customer service performance
    • Collaborate with other departments to enhance the overall customer experience
    • Stay up-to-date with industry trends and incorporate best practices into customer service strategy
    • Demand and resource planning based on volume trends (i.e., attrition, training, product changes, releases, press releases, et al.).
    • Actively seek to improve the customer experience, ensuring high-quality customer service by participating in the escalation and quality control process monitoring and improvement.
    • Coach and train Supervisors and Managers in department processes, career pathing, and mentor leadership skills needed to perform effectively in their positions
    • Monitor department statistical reports and coach management team where necessary to ensure timely and best-in-class customer service.
    • Coordinate with operations to facilitate the creation of project plans with proper scoping, estimates, and resourcing
    • Mentor and ensure each supervisor's team is meeting department targets and goals.
    • Handle high-level customer escalations with applicable individuals, groups, and departments.
    • Work with the leadership team and operations to recommend process improvement and lead implementation of determined changes across all support teams to ensure an effortless and high-quality experience for customers and technicians.
    • Participate in special projects and perform other duties and required

    Qualifications

    Must have:

    • Minimum of 10 years of experience in customer service, with at least 3 years in a leadership role
    • Proven track record of driving customer satisfaction, retention, and loyalty through effective customer service strategies
    • Experience in managing customer service operations across multiple channels and geographies
    • Strong leadership and people management skills, with a focus on coaching, mentoring, and developing staff
    • Excellent communication, interpersonal, and problem-solving skills; effective with senior management and key stakeholders
    • Ability to work in a fast-paced and dynamic environment and adapt to changing priorities and business needs
    • Passion for delivering exceptional customer service and a customer-centric mindsetExcellent management and leadership skills and ability to attract, retain, motivate, develop, and mentor team members for high performance
    • Outstanding verbal and written communication skills and ability to resolve disputes effectively
    • Outstanding presentation and public speaking skills
    • Exceptional independent decision-making, analysis, and problem-solving skills
    • Understand, interpret, and act on financial information that contributes to business profitability
    • Ability to plan and manage complex and successful projects; understand available resources, develop timelines, budget, and assign areas of responsibility
    • Lead teams to achieve company goals and solve complex business issues in creative and effective ways
    • Outstanding planning and organizational skills and techniques
    • Strong negotiating skills and ability to effectively manage internal and external relationships
    • Ability to influence, build relationships, understand organizational complexities, manage conflict, and navigate politics
    • Broad and wide range of professional and managerial skills with a complete understanding of industry practices and company policies and procedures
    • Ability to lead and develop virtual teams
    • Outstanding in multiple technical and business skills
    • Travel is required as needed to perform onsite visits to customers and attend conferences
    • Produce meaning dashboards and reports for business insights to guide strategic initiatives
    • Ability to coach and guide others as they motivate, lead, and discipline personnel where applicable.
    • The ability to professionally handle and resolve stressful situations will be required
    • Ability to drive results while appropriately managing personnel

    Nice to have:

    • Bachelor's Degree in CS, business, marketing, or related field
    • Knowledge of  ITEL, SM, KCS, CXOne, WFM, QM, Salesforce workflows, Domo, and/or Agile methodologies are a plus

      The posted range for this position is 108,720.00 - $160,000.00   which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a 15% bonus not reflected in the posted range.

    What you get as a Henry Schein One Employee

    • A great place to work with fantastic people.
    • A career in the healthcare technology industry, with the ability to grow and realize your full potential.
    • Competitive compensation.
    • Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

    About Henry Schein One

    Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.

    Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.

    One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah.  To learn more, click here: 2022 Best Companies To Work For | Henry Schein One

    Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

    Unfortunately, Henry Schein One is unable to hire individuals residing in Alaska, North Dakota, Hawaii, West Virginia, Maryland, Delaware, Puerto Rico, or other US Territories at this time.

     

  • 17 Days Ago

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Technical Support Representative (Customer Support)
  • Curve Dental
  • Provo, UT FULL_TIME
  • About Curve Dental: Curve Dental is looking for a skilled and driven individual to join our team! Curve provides Dental Practices with award winning software and high-level customer support. Our softw...
  • Just Posted

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Technical Support Engineer - Contract
  • TalentBurst, Inc.
  • Lehi, UT FULL_TIME
  • Tittle: Technical Support EngineerDuration: 5 monthsLocation: Lehi UT, 84043 (Onsite) Duties: Direct responsibility for support of top accounts for Client's Experience Platform. Partner with the Engin...
  • 19 Days Ago

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Technical Support Engineer
  • Intelliswift Software
  • Lehi, UT FULL_TIME
  • Job Title:Technical Support EngineerDuration: 6 MonthsLocation: Lehi, UT 84043 HybridIntelliswift Software Inc. conceptualizes, builds, and supports the world's most amazing technology products and so...
  • 20 Days Ago

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Technical Support Engineer - Phones
  • Podium
  • Lehi, UT FULL_TIME
  • Podium is seeking the next candidate to join our amazing Technical Product Support team. The Technical Product Support Specialist is a critically important role for Podium as we continually develop pr...
  • 22 Days Ago

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Technical Support Engineer
  • MW Partners
  • Lehi, UT TEMPORARY
  • MW Partners is currently seeking a Technical Support Engineer to work for our client who is a global leader in multimedia and creativity software products. Responsibilities and duties:Direct responsib...
  • 2 Days Ago

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0 Technical Support Manager jobs found in Provo, UT area

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AMI Support Manager - AMI Support Manager - Various Locations - 111863- 111863
  • PacifiCorp
  • Salt Lake City, UT
  • AMI Support Manager - AMI Support Manager - Various Locations - 111863- 111863 By continuing to use this website you con...
  • 3/28/2024 12:00:00 AM

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Digital Banking Operations Support Manager (hybrid schedule) - Midvale, Utah
  • Zions Bancorporation
  • Midvale, UT
  • Zions Bancorporation is one of the nation's premier financial services companies operating as a collection of great bank...
  • 3/28/2024 12:00:00 AM

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Server Technical Support Representative
  • IONOS Inc.
  • Provo, UT
  • * Server Support * Provo, UT, USA * Base + Commission * Full Time *Full Benefits* * **Then WE want to meet YOU!** * **10...
  • 3/28/2024 12:00:00 AM

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FT Consumer Support Specialist - 100% Work From Home>
  • Keeper
  • Orem, UT
  • [Customer Service / Remote] - Anywhere in U.S. / $20.25 per hour / Medical, Dental & Vision / 401k / PTO / M-F 8:30a-5:0...
  • 3/28/2024 12:00:00 AM

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Server Ops / MSFT 365 / Azure AD
  • Wilson-Davis & Co., Inc.
  • Salt Lake City, UT
  • Job Description Job Description Junior or Senior level - Based upon experience Job description: · Maintain essential IT ...
  • 3/27/2024 12:00:00 AM

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Player Support Specialist - Work From Home>
  • Mountaintop
  • Provo, UT
  • [Customer Service / Remote] - Anywhere in U.S. / Up to $27 per hour - As a Player Support Specialist you'll: Provide per...
  • 3/26/2024 12:00:00 AM

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PT Care Team Support Associate (Work From Home)>
  • CircleLink Health
  • Provo, UT
  • [Customer Service / Fully Remote] - Anywhere in U.S. / $20 per hour - As a Care Team Support Associate you'll: Address q...
  • 3/25/2024 12:00:00 AM

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Salesforce and Systems Administrator
  • National Processing
  • Orem, UT
  • Hours: Monday-Friday 8:30AM-5:00PM Job Type: Full time On-site What Differentiates Us From Other Companies This position...
  • 3/25/2024 12:00:00 AM

Provo /ˈproʊvoʊ/ is the third-largest city in Utah, United States. It is 43 miles (69 km) south of Salt Lake City along the Wasatch Front. Provo is the largest city and county seat of Utah County. Provo lies in the Utah Valley at an elevation of 4,549 feet (1,387 m). According to the United States Census Bureau, the city has a total area of 44.2 square miles (114.4 km2), of which 41.7 square miles (107.9 km2) is land and 2.5 square miles (6.5 km2), or 5.66%, is water. The Wasatch Range contains many peaks within Utah County along the east side of the Wasatch Front. One of these peaks, known as...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Technical Support Manager jobs
$116,965 to $155,864
Provo, Utah area prices
were up 2.3% from a year ago

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