Huish Outdoors
Customer Care Technical Service Manager
Huish Outdoors, Salt Lake City, Utah, United States, 84193
Job Description Summary
Huish Outdoors products are fueling the human spirit for adventure by keeping people active, exploring, and enjoying the world's outdoor environments, both above and below the surface. We are a team who are passionate about what we do and who we are. Our team is made up of amazing people who are outdoor enthusiasts that embrace and drive change.
Our Customer Care Technical Services Manager is responsible for the operation and oversight of the Technical Assistance and Care (TAC) department and small-scale assembly and repair of technical underwater equipment. Leading a team of five to seven team members, this role requires the ability to manage team members across multiple skillsets and business needs.
As a leader, the technical services manager ensures the quality of care received by our business partners and end consumers alike. Be it maintenance, warranty concerns or repair support, the technical services manager ensures a lofty and standardized level of care is always achieved.
With respect to service, the Customer Care Technical Services Manager and their team provide resolutions to customers over the phone, email and social channels for products in our extensive catalog.
The technical services team is responsible for performing product diagnosis while guiding users through step-by-step solutions, including resolving dive computer issues, uninstalling and reinstalling software applications, verifying proper hardware and software and troubleshooting airways and buoyancy products.
Engaging with our development teams, the technical service manager will act as the voice of customer relating to product stability and feature prioritization.
The Technical Service Manager is responsible for the TAC team activities and ensuring the team provides clear communication and sound technical solutions in a user-friendly, professional manner.Key ResponsibilitiesResponsible for the oversight of the operations and functionality of the TAC department and all service-related activities and output aligns to KPI'sResponsible for warranty claims and repair processes, ensuring processes are followed and analysis is performed on returned itemsResponsible for planning, organizing and maintaining small scale builds of technical equipmentOversees inventory levels and consumption planning for roughly 100 partsAccountable for responding to social medial queries and handling online help desk questions, dive related. Answering all inquires from retail partners in a timely and accurate manner.Responsible for the management of the technical repair team schedules, PTO and performance reviews.Responsible for the assessment and processing of returns and/or warranty claims in accordance with company procedures and policies.Responsible for disseminated technical information and provide product knowledge for multiple product lines.Responsible for maintaining customer database recordsCollaborate with sales teams and customer care departments to understand upsell strategies and options while working with customersOther duties as assigned.KPI Reporting ResponsibilitiesCall and interaction qualityCall abandonment rateResponse timesProduction and repair throughputJob Qualifications, Skills, and AbilitiesBachelor's degree in business administration preferred, but not required. High School diploma or GED required.Divemaster or instructor level experience with knowledge in all categories of scuba diving including dive computers, BCD's, valves, dry suits, wetsuits, gauges, masks, snorkels and fins desirable and highly sought after3-5 years' experience working with customers or a background in customer service2-8 years' experience in a supervisor role and able to lead a team of at least fourAble to answer phone calls and answering emails continually through the day, and handle customers calm and collectively.Understanding of social media platforms (Facebook, Instagram)Knowledge of shipping platforms such as FedEx and UPSExperience with NetSuite a plusKnowledge and understanding of Microsoft Office include Word and ExcelPhysical Activities including being able to sit for long periods, talk on a phone for long periods, walk and navigate small spaces, lift up to 30lbs
Huish Outdoors products are fueling the human spirit for adventure by keeping people active, exploring, and enjoying the world's outdoor environments, both above and below the surface. We are a team who are passionate about what we do and who we are. Our team is made up of amazing people who are outdoor enthusiasts that embrace and drive change.
Our Customer Care Technical Services Manager is responsible for the operation and oversight of the Technical Assistance and Care (TAC) department and small-scale assembly and repair of technical underwater equipment. Leading a team of five to seven team members, this role requires the ability to manage team members across multiple skillsets and business needs.
As a leader, the technical services manager ensures the quality of care received by our business partners and end consumers alike. Be it maintenance, warranty concerns or repair support, the technical services manager ensures a lofty and standardized level of care is always achieved.
With respect to service, the Customer Care Technical Services Manager and their team provide resolutions to customers over the phone, email and social channels for products in our extensive catalog.
The technical services team is responsible for performing product diagnosis while guiding users through step-by-step solutions, including resolving dive computer issues, uninstalling and reinstalling software applications, verifying proper hardware and software and troubleshooting airways and buoyancy products.
Engaging with our development teams, the technical service manager will act as the voice of customer relating to product stability and feature prioritization.
The Technical Service Manager is responsible for the TAC team activities and ensuring the team provides clear communication and sound technical solutions in a user-friendly, professional manner.Key ResponsibilitiesResponsible for the oversight of the operations and functionality of the TAC department and all service-related activities and output aligns to KPI'sResponsible for warranty claims and repair processes, ensuring processes are followed and analysis is performed on returned itemsResponsible for planning, organizing and maintaining small scale builds of technical equipmentOversees inventory levels and consumption planning for roughly 100 partsAccountable for responding to social medial queries and handling online help desk questions, dive related. Answering all inquires from retail partners in a timely and accurate manner.Responsible for the management of the technical repair team schedules, PTO and performance reviews.Responsible for the assessment and processing of returns and/or warranty claims in accordance with company procedures and policies.Responsible for disseminated technical information and provide product knowledge for multiple product lines.Responsible for maintaining customer database recordsCollaborate with sales teams and customer care departments to understand upsell strategies and options while working with customersOther duties as assigned.KPI Reporting ResponsibilitiesCall and interaction qualityCall abandonment rateResponse timesProduction and repair throughputJob Qualifications, Skills, and AbilitiesBachelor's degree in business administration preferred, but not required. High School diploma or GED required.Divemaster or instructor level experience with knowledge in all categories of scuba diving including dive computers, BCD's, valves, dry suits, wetsuits, gauges, masks, snorkels and fins desirable and highly sought after3-5 years' experience working with customers or a background in customer service2-8 years' experience in a supervisor role and able to lead a team of at least fourAble to answer phone calls and answering emails continually through the day, and handle customers calm and collectively.Understanding of social media platforms (Facebook, Instagram)Knowledge of shipping platforms such as FedEx and UPSExperience with NetSuite a plusKnowledge and understanding of Microsoft Office include Word and ExcelPhysical Activities including being able to sit for long periods, talk on a phone for long periods, walk and navigate small spaces, lift up to 30lbs