Technical Service Manager

at  Huish Outdoors LLC

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 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 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.

JOB QUALIFICATIONS, SKILLS, AND ABILITIES

• Bachelor’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
• 3-5 years’ experience working with customers or a background in customer service
• 2-8 years’ experience in a supervisor role and able to lead a team of at least four
• Able 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 UPS
• Experience with NetSuite a plus
• Knowledge and understanding of Microsoft Office include Word and Excel
• Physical 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

KEY RESPONSIBILITIES

• Responsible for the oversight of the operations and functionality of the TAC department and all service-related activities and output aligns to KPI’s
• Responsible for warranty claims and repair processes, ensuring processes are followed and analysis is performed on returned items
• Responsible for planning, organizing and maintaining small scale builds of technical equipment
• Oversees inventory levels and consumption planning for roughly 100 parts
• Accountable 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 records
• Collaborate with sales teams and customer care departments to understand upsell strategies and options while working with customers
• Other duties as assigned.

KPI REPORTING RESPONSIBILITIES

• Call and interaction quality
• Call abandonment rate
• Response times
• Production and repair throughput