DP Technical Support Manager

$108,000 - $142,000/Yr

Domino Printing Sciences - Gurnee, IL

Full-time - Manager

Remote - Gurnee, IL

1,001-5,000 employees

Miscellaneous Manufacturing

About the position

The DP Technical Support Manager is responsible for leading a high-performing technical support team at Domino Printing Sciences. This role involves collaborating with Account Managers and Regional Service Managers to enhance customer experience and establish the technical support team as a world-class asset. The position focuses on improving customer uptime, managing training programs, optimizing field service dispatch, and utilizing analytical tools to enhance team efficiency.

Responsibilities

• Work closely with the Service and Support Director and other senior managers to develop strategy for the technical support function with a focus on improving the customer experience.
• Drive a commitment and actions to continually improve the customer experience with an overriding goal of maximizing customer up-time.
• Lead the customer training program including hands-on training, remote training, support videos and other training materials.
• Manage the field service dispatch function to optimize response time and technician utilization while minimizing travel cost.
• Lead the Technical Help Desk and manage local escalation of technical issues using local and UK resources.
• Utilize traditional tools and develop new ones, such as statistical analysis and AI assistance, to improve efficiency and effectiveness of team processes.
• Identify changing customer support requirements through analysis of trends, failure modes, and support call content and develop strategies for improvement.
• Train all service and support staff on ServiceMax and ensure processes are followed.
• Oversee performance, development, and adoption of common processes in service as part of DP service and support strategy.
• Create an employee-centric environment which drives productivity.
• Provide regular, candid feedback to team members, establishing clear development plans.
• Establish KPIs to measure team performance and manage within Opex budget.
• Improve service profitability through revenue generation efforts and implementing efficiencies.
• Support the introduction of new products, managing implementation within the support organization.

Requirements

• Technical degree required
• At least 3 years of leadership experience in a service role
• At least 2 years of experience in an industrial or technology company required
• Ability to travel
• Excellent communication skills
• Strong knowledge of Microsoft Office - Excel, PowerPoint, and Word
• Strong analytical and problem-solving skills
• Excellent time management skills with a proven ability to meet deadlines

Nice-to-haves

• Experience with ServiceMax
• Familiarity with AI tools for customer support

Benefits

• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Health savings account
• Vacation, Sick Days, Floating Holidays and Company Holidays
• Annual Bonus
• Summer Friday Program
• Hybrid or fully remote work schedules