Customer Support Manager - NA in Chicago, Illinois at Esko

Date Posted: 10/4/2019

Job Snapshot

Job Description

Job ID: ESK003595

About Us

Esko is the worldwide market leader with software for packaging buyers, designers and manufacturers and hardware products for the packaging, label, sign and display industries. With Headquarters in Gent - Belgium, Esko employs around 1,500 people worldwide. Its global sales and support organization covers Europe, the Americas, Asia/Pacific and Japan.In our factory we produce high-quality cutting tables, which offer an all-round cutting solution for any application: from sign making, display production, sample making and short to medium corrugated production.


Esko Brand Solutions is seeking a talented & dynamic individual to fill the Customer Support Manager position based out of our Chicago, IL office, conveniently located across from the Cumberland Blue Line stop! This is an exciting opportunity to join newly established business unit within Esko and be a part of a business that is position for accelerated growth in 2019 and beyond. The purpose of this position is to provide quality and efficient technical support to our global SaaS clients and sound tactical leadership to the global support team in collaboration with the Manager, Customer Support.

Job Overview
In this role you will oversee the daily activities of a global technical support team. The primary focus will be to provide quality and efficient technical support to our global SaaS clients and sound tactical leadership to the global support team in collaboration with the Manager, Customer Support.

Responsibilities include but are not limited to:
• Communicate and interact effectively with customers, product management, quality control, documentation, training, deployment, support and other departments within Esko
• Ensure the individual and team responsibilities are performed in a timely, consistent and responsive manner
• Identify issues and make recommendations that will improve our procedures and collaboration with other teams
• Work on special support projects as assigned such as building knowledge base, product line FAQ and customer experience improvements
• Participate as a senior technical resource investigating and resolving support tickets

Manager Responsibilities:
• Monitor queues and assist with daily goals and conduct quality control to reduce errors to improve procedures.
• Accurately and completely communicate issues and priorities to team
• Verify the quality, accuracy and timeliness of responses and actions taken by support team
• Identify training requirements for team and work with the Manager, Customer Support to develop and maintain individual training plans for team members
• Mentor the Customer Support team associates on their technical and personal development
• Manage the associate performance process, including creating objectives, reviewing progress and providing ongoing coaching and support throughout the year 
• Provide input for career development, hiring and organizational decisions
• Break down high-level objectives into specific Customer Support team tasks and follow through on their execution by managing daily department KPI’s

Team KPIs (Key Performance Indicators):
• Daily support case volume, SLA metrics and response times to identify challenge areas, team performance and improve customer satisfaction
• Escalation performance for cases tracked with priority and urgency following the support escalation process
• Case closure and accuracy rate, case response time, customer contact and communication, escalated case volume and closure rate
• Review and provide monthly service level performance reports for customer success team and account managers

Job Requirements


• A Bachelor's degree in IT, CIS, MIS, Business Administration or related field and experience contributing to and leading a team of support specialists
• Five years’ experience working in an environment providing B2B technical support using industry standard support desk solutions including knowledge base and best practices
• Ability to effectively lead a dynamic work queue in a fast-paced, 24x7 global SLA-driven Enterprise customer SaaS business
• Experience supporting and managing multiple customer environments and products operating under change control for all configuration changes and updates
• Ability to adjust support assignments to best align with client’s needs
• A self-starter, who can prioritize and complete assignments with little technical direction
• Strong problem-solving skills and maintain focus in a demanding environment
• Excellent oral, listening and written skills to effectively communicate with customer contacts
• Experience as a technical mentor/teacher to develop a high performing team
• Capable of building cross functional relationships with other departments such as IT, Development and Professional Services to ensure quality support enterprise SaaS customers
• Good understanding of JavaScript, XML, HTML, CSS, RESTful Services, and SQL
• Knowledge and experience with ServiceNow and/or SalesForce/ServiceMax is a plus
• Proficient in Microsoft Office suite (MS Word, Excel, PowerPoint, SharePoint)

Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.

At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.

Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.