Overview:

The Director of Tech Support is responsible for implementing strategies that ensure a consistent and exceptional client experience, fostering customer loyalty and driving overall client satisfaction. This role leads and oversees all aspects of the Technical Support team, promoting operation efficiency while cultivating a positive, dynamic work environment for the agents.

Responsibilities:

Developing and achieving Technical Support objectives and goals to support the organizational vision.

Managing and directing a team of Technical Support and Field Technicians.

Provide guidance to Technical Support Management and Leads to ensure all team members are executing the organizational vision of first call resolution (FCR) and consistent client satisfaction (CCS).

Manage and optimize call center best practices.

Recognize areas for improvement and develop action plans to present to executive management.

Act as an escalation point for other Tech Support members on all issues before escalating issue to executives.

Responsible for Technical Support team training and onboarding.

Work with executive management to periodically review and analyze service issues, trends, new technologies and costs.

Ensure the creation and maintenance of technical operation manuals, parts lists, repair guides, troubleshooting guides and training materials.

Ensure workflow and processes and procedures are documented.

Build and maintain relationships with clients and vendors.

Coordinate with Quality Assurance and Development on bug fixes and testing.

Ensure high quality end user training on system functions via Internet, onsite and classroom.

Qualifications:

Bachelor’s degree. 

10 years’ experience in Tech Support, Customer Service or Help Desk required.

8 years’ experience in a supervisory or management role leading people and technical support teams.

LAN & Operating Systems Knowledge.

Knowledge of external Point of Sale Systems and peripherals such as barcode scanners, receipt printers, credit card swipes and touchscreen monitors desired, not required.

Proficient with Microsoft Office Suite or related software.

Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what’s next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource — our PEOPLE! We invite you to explore our opportunities and grow your career with us. 

We offer 100% employer paid medical plan. Other optional benefit programs are available to our employees and their families which include: 401(k) match, additional medical plans, dental, vision, flex spending account, short-term and long-term disability & life insurance coverage. 

EEO Statement 

Equal Opportunity Employer 

Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.