Senior Manager, Technical Support

EquipmentShare is Hiring a Senior Manager, Technical Support

EquipmentShare is searching for a Senior Manager, Technical Support for our corporate office in Columbia, MO, to support our team as the department continues to grow. 

Salary range: $101k-$118k. Factors including past experience and location may affect final compensation rate.

Job Summary: The Senior Manager of Technical Support is responsible for building and leading a team of Technical Support Specialists that provide 7x24x365 remote technical support of EquipmentShare’s heavy equipment and tooling rental fleet.

Supervisory Responsibilities: Yes

Duties/Responsibilities:

• Build and lead a team of Technical Support Specialists potentially located across more than a single geography.
• Perform job duties in accordance with EquipmentShare’s vision, mission, and values.
• Establish and maintain professional working relationships with internal departments and rental/retail markets across the organization.
• Establish & monitor team KPIs to ensure performance expectations are met.
• Provide input on organizational-level priorities, strategic goals and vision.
• Assist in the creation, management, and oversight of the Technical Support team’s budget to ensure responsible spending that maximizes profitability.
• Manage/coordinate/define weekly shift/on-call rotations as required to support 7x24x365 coverage
• Ensures the team is equipped to manage workload through staffing, process efficiencies and on-call schedule as appropriate for the given function
• Represents the department effectively & professionally as required, both internally as well as to OEM vendors and end customers
• Escalation management of hot issues both from a customer management perspective, as well through providing managerial support & guidance to support technicians as required.
• Drive quality, process, and workflow improvements across the entire department with the goal of increased effectiveness, efficiency, and best in class results.
• Actively research the newest and best in class Service relevant practices, tools and standards, for applicability to the organization’s mission
• Set team and individual priorities for direct reports, including evaluation of performance, providing regular feedback, and building personal developmental plans.
• Perform other people management related obligations and duties, such as disciplinary, performance management, hiring and termination.
• Will serve other needs of the Director to make their day-to-day activities more manageable.

Required Skills/Abilities:

• A passion for helping others and a willingness to go the extra mile in providing nothing less than exceptional service and a positive customer experience.
• Proven team leadership and/or crisis management skills in a 7x24x365 technical support organization.
• Strong technical expertise in the heavy equipment and/or equipment rental industries.
• Ability to define Technical Support goals and metrics, and then implement a plan to achieve them with team buy-in.
• Demonstrated success in establishing business processes that drove higher operational efficiencies and customer satisfaction.
• Experience with managing budgets and/or financial awareness.
• Ability to maintain strict confidentiality.
• Strong organizational skills with attention to detail and accuracy.
• Strong time management and communication skills.
• Ability to leverage technology to improve communication and efficiency.
• Ability to multi-task and manage multiple priorities.
• Working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and Drive.
• Ability to proofread and edit written content.
• Attention to detail with the ability to quickly identify process break-downs.
• Ability to be flexible and adapt to change in a positive manner.
• Ability to travel on an as-needed basis.
• Self-starter and highly motivated with a strong, positive work ethic that contributes to the vision of the department and the company as a whole.
• Must possess a professional yet enthusiastic and friendly demeanor.

Education and Experience:

• Bachelor's degree in Business Administration, Mechanical Engineering, or a related technical field with direct customer support experience.
• At least 5-7 years of technical support management in the heavy equipment, truck, or diesel engine industries.
• Combination of equivalent education & experience.

Physical Requirements:

• Must be able to sit and stand for long periods of time

Why We’re a Better Place to Work

• Competitive salary.

• Medical, Dental and Vision coverage for full-time employees.

• 401(k) and company match.

• Generous paid time off (PTO) plus company paid holidays.

• Stocked breakroom and full kitchen, chef prepared meals daily (breakfast and lunch).

• State of the art onsite gym (Corporate HQ) with instructor led-courses/Gym stipend for remote employees.

• Seasonal and year round wellness challenges.

• Company sponsored events (annual family gatherings, happy hours and more).

• Volunteering and local charity initiatives that help you nurture and grow the communities you call home. Employees receive 16 hours of paid volunteer time per year. 

• Opportunities for career and professional development with conferences, events, seminars and continued education. 

About You 

Our mission to change an entire industry is not easily achieved, so we only hire people who are inspired by the goal and up for the challenge. In turn, our employees have every opportunity to grow with us, achieve personal and professional success and enjoy making a tangible difference in an industry that’s long been resistant to change. 

EquipmentShare is committed to a diverse and inclusive workplace. EquipmentShare is an equal opportunity
employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation,
protected veteran status, disability, age, or other legally protected status.