Open Position

Technical Support Manager

About METIS
METIS sets Information Intelligence at the disposal of the Global Maritime Industry. METIS has been designed and implemented to address the requirements of Technical & Operations Departments of Maritime Companies. The solution incorporates fully automated, accurate and reliable Data Acquisition combined with the novel idea of virtual cloud-based agents, which analyse operational or engineering processes and provide useful feedback in the form of analysis, conclusions and event detection reported to multiple users.

Main Responsibilities

As the Technical Support Manager for the METIS Data Acquisition System, you will be at the forefront of ensuring smooth operations and exceptional customer experiences. Your role will be pivotal in providing technical expertise, guiding the support team, and collaborating with cross-functional teams to address customer concerns promptly and efficiently.

  • Technical Support Leadership: Lead and mentor the Technical Support team, fostering a culture of excellence, continuous improvement, and customer-centricity. Provide guidance and support to team members in handling technical issues.
  • Customer Issue Resolution: Oversee the timely resolution of customer inquiries, technical problems, and service requests. Ensure that support tickets are managed effectively, and issues are resolved within agreed-upon SLAs.
  • Customer Communication: Communicate effectively with shipping company clients to understand their technical challenges, gather feedback, and provide updates on issue resolution progress.
  • Escalation Management: Act as a point of escalation for complex technical issues, ensuring swift and efficient resolution while maintaining a high level of customer satisfaction.
  • Collaboration with Customer Success, Product and Engineering Teams: Work closely with the Customer Success, Product and Engineering teams to address recurring technical issues and provide valuable insights for product improvement. Your attention to detail, excellent analytical skills, and proficiency in project management will be crucial in ensuring that projects are delivered on time, within budget, and to the satisfaction of all stakeholders.
  • Technical Documentation: Oversee the creation and maintenance of comprehensive technical documentation, including knowledge base articles and troubleshooting guides, to assist the support team and customers.
  • Training and Development: Identify training needs within the Technical Support team and facilitate relevant training programs to enhance technical skills and product knowledge.
  • Continuous Improvement: Continuously assess the support process, identify areas for improvement, and implement measures to enhance the overall efficiency and effectiveness of technical support operations.
  • Metrics and Reporting: Monitor key performance indicators (KPIs) for technical support, prepare regular reports, and present insights to the management team to drive data-informed decision-making.
  • Process Automation: Design and Plan the implementation of procedures and tools to automate the support tasks.
  • Tools and Systems: Utilize existing systems to serve the technical support needs and propose / implement new systems to optimize technical support function.

Requirements

The Technical Support Manager position requires a candidate with the following minimum technical qualifications:

  • Bachelor’s degree in Electrical, Automation, Mechanical Engineering, Computer Science, Information Technology, or a related field.
  • Proven experience in technical support or customer service management, preferably in the IoT or shipping industry.
  • Strong technical background with knowledge of IoT systems, networking, and software applications.
  • Excellent communication skills, both written and verbal, to interact with customers and internal stakeholders effectively.
  • Leadership abilities with a track record of managing and motivating teams to achieve exceptional results.
  • Analytical mindset to identify patterns in technical issues and propose effective solutions.
  • Client-focused approach with a commitment to delivering exceptional customer experiences.
  • Ability to thrive in a fast-paced environment and handle multiple priorities simultaneously.
  • Problem-solving skills to resolve complex technical challenges and troubleshoot effectively. Assets:
  • Experience in Marine Automation systems.

These additional qualifications will be instrumental in providing the candidate with the necessary tools to succeed in the position and contribute to the success of the organization.

Key Competencies

  • Problem-solving and critical thinking skills.
  • Strong teamwork and team management abilities.
  • Self-confidence and resilience in challenging situations.
  • Effective judgment and decision-making capabilities.
  • Demonstrated initiative and independence in previous roles.
  • Adaptability and flexibility in managing changing priorities.
  • Excellent time management skills.
  • Strong attention to detail and accuracy.
  • A customer-focused approach to work.

Join our team and be part of a dynamic organization committed to innovation, growth, and delivering cutting-edge solutions to our clients. As an equal opportunity employer, we encourage candidates from diverse backgrounds to apply.

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