The Technical Support Line Manager provides direction, leadership, and development to staff of the Technical Service Support Line call center (also known as Technical Helpline or Techline). Ensures that ongoing training, quality of services, and deployment of staff support retailer needs.
PRIMARY RESPONSIBILITIES
Manages the Technical Service Representatives and Sr. Technical Service Representative of the Technical Helpline, including hiring, scheduling, coaching, training, individual development, and performance management.
Responsible for on-going transition to Outbound Call Center activity as well as development of remote Techline representation
Monitors call answering, interactions, and system data entry for quality and timeliness of response from Technical Service Representatives.
Manages, assigns, and follows up to ensure successful completion of special projects within established timeframes. Including but not limited to: Techline case entry/follow up, Tech Tips production, buyback inspections/evaluations, and module clearing.
Participates in defining business policies, processes, and objectives for the team and department in keeping with corporate goals and objectives.
Identifies product, process, and retailer concerns and escalates to appropriate group or department for resolution.
Liaison with IT department for all system enhancements for the Techline call center team.
ADDITIONAL RESPONSIBILITIES
Provides management with reports that track the teams' monthly results.
Holds bi-weekly meetings with the Techline team as an information gathering and sharing opportunity. The meetings include members from various groups (i.e., Field Quality Assurance (FQA), Advanced Quality Assurance (AQA), Fast Action & Solutions Team (FAST), Service Engineering Center (SEC)).
Acts as main liaison between Customer Advocacy Department and the Technical Support Line staff.
Manages the process for clearing memory on Original Equipment Manufacturer (OEM) components.
Presents to small and large groups providing insight and updates on team performance, personnel development, system, and process improvements, and provides training for internal and external users.
Maintain tracking of call volumes for by representatives to ensure even work distribution and manage average wait time.
REQUIRED SKILLS AND ABILITIES
Expert automotive technical knowledge.
Strong MS Office skills specifically Excel and PowerPoint
Supervisory abilities
Strong verbal and written communications skills.
Retailer and/or Distributor Service experience preferred.
Experience with Microsoft Dynamics and Genesys Cloud preferred.
EDUCATION/EXPERIENCE: BA/BS with 8 to 10 years of relevant experience
CERTIFICATIONS: Subaru Master Technician or ASE Master with other OEM Master Certification. ASE certification in A1 through A8 automotive areas as well as L1, L3, L4 and G1. If no ASE certifications, must complete within first year.
COMPENSATION: The recruiting base salary range for this full-time position is $89400 - $120000 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. (M1) In addition to competitive salary, Subaru offers an amazing benefits package that include:
Medical, Dental, Vision Plans
Pension, Profit Sharing, and 401K Match Offerings
15 Vacation days, 9 Company Holidays, 5 Floating Holidays, and 5 Sick days
Tuition Reimbursement Program
Vehicle Discount Programs
Managers and above eligible for Test Fleet Vehicle (Must have acceptable driving record and approved by Risk Management Department)
See our Careers landing page for additional information about our compensation and benefit programs.
