Technical Support Manager (Operational Sites)
Time type: full time
Posted on: February 07, 2024
Job requisition id: R2872
What we need
Symbotic is looking for people who thrive in a fast paced, solutions oriented, creative environment. The Technical Support Manager for operational sites will play a hands-on role in leading a Technical Support team, actively troubleshooting the system, becoming a system expert, and executing and maintaining best practices. A successful candidate will lead the planning, management, and delivery of Technical Support services to active operations sites, and drive a best-in-class support experience to internal and external customers. Success will be achieved through exceptional and timely communication, dynamic prioritization of the team and tasks, and active problem-solving. You will be looked to exhibit behaviors such as being resourceful, analytical, adaptable, and organized.
What we do
The Technical Support Supervisor plans, manages and reviews the delivery of Technical Support Services that drive outcomes aligned to Service Level Agreements and Business Goals for both Internal and External Customers. The Technical Supervisor is also an escalation point; ensuring the Customer (Internal or External) receives a World Class Support Experience and is directly responsible for not only the Team Members that are assigned, but for Shift performance, SLAs & desired outcomes.
What you’ll do
Lead a team of Technical Support Supervisors, Engineers, and Administrators who are responsible for all production support.
Work with the team to prioritize Tier 2 needs across all sites by impact, ensuring constant and clear communication between all required stakeholders.
Responsible for the overall management and strategic direction of Technical Support team, as well as the staffing and scheduling of the team to ensure 24/7 coverage and support.
Perform in-depth analysis on Tier 2 tickets to identify trends, repeat issues, and training gaps. Develop and execute plans to close those gaps.
Once analysis has been conducted, share the information out with appropriate stakeholders in the right forum. If training is required, coordinate training activities, with the ultimate goal of reducing engineering escalations while simultaneously reducing mean time to recovery.
Serve as an escalation point for the Technical Support team. When issues are brought to you, identify who needs to be involved in the resolution process and facilitate the resolution or assign someone to do so.
Partner with cross functional roles to ensure customer success internally & externally through relationship management and overall support of the Symbotic service portfolio.
Continue to foster strategic customer relationships (internally & externally) to maintain our established service level agreements.
Develop team to be able to effectively manage escalations, investigations, and service level agreements.
Develop team to be able to effectively manage bridge calls during system down events.
What you’ll need
Minimum of 3 years’ experience managing a team.
Comfortable with control center software, trend reports, and presenting findings.
Competent in Linux, Windows, PLC, and network troubleshooting.
Understanding of mechanical and electrical drawings.
Experience running a highly functioning 24/7 support environment focused on customer success.
Strong ability to problem-solve technical issues and handle multiple high-priority tasks.
Self-starter, quick thinker and calm under pressure.
Data-driven and comfortable translating customer response into actionable items.
Excellent verbal and written communication skills – both understanding the customer and working cross-functionally internally.
Experience and desire to work in fast-paced, growing start-up that receives high volumes of customer feedback consistently each week.
Available to work nights, weekends, and holidays.
Teamwork skills and the ability to act as a strategic partner to the customer.
Advanced Excel and PowerPoint skills and proficient in Word and Outlook.
Remote, field-based position.
Travel is required up to 20% of the time. Employee must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.
The employee is responsible to own a credit card and manage expenses personally to be reimbursed on a bi-weekly basis.
The employee is frequently required to walk and reach with hands and arms.
The employee is routinely required to work at heights of up to 45 feet and within restrictive areas of 24 inches. to stand; climb or balance and stoop, kneel, crouch, or crawl.
The employee must regularly lift and/or move up to 50 pounds.
Must comply with all safety requirements and protocols, including without limitation Lock out tag out safety protocols and fall protection safety protocols.
Approximately 75% of time will be spent on a construction site with PPE required (hard hat, safety vest, steel toes, eyeglasses, ear protection, fall protection (e.g., safety harness).
There will be steep stairs to climb into the structure You may be required to routinely walk up and down stairs to navigate the automation structure.
You will regularly be near railings that are high off the ground.
Subject to environmental conditions, protection from weather conditions but not necessarily temperature changes. Must be capable of working in temperatures ranging from 105° to 32° Fahrenheit.