Technical Product Support Manager

3 days ago

Thunder Bay, Canada Equifax Full time

**What You’ll Do**
- Provide guidance and management direction by setting goals, coaching, monitoring progress, recognizing and developing direct reports to increase employee engagement and productivity
- Identify and resolve day-to-day operational and technical management issues such as scheduling, workload balancing, and acting as an escalation point for customer issues
- Drive metrics reporting and make decisions that will improve processes and overall services provided to clients
- Takes primary responsibility for client satisfaction with service delivery. Responsible for programs to establish and maintain quality standards of existing products and services
- Work cross-functionally with other departments and resolve issues appropriately by engaging colleagues, partners, and clients, with a collaborative style and consultative approach
- Participate in hiring and training of new employees
- Ensure adherence to legal and company policies and procedures and participate in performance discussions as necessary with employees

**What Experience You Need**
- 2 years experience in a leadership role with demonstrated ability to lead by example via focused productivity, thoughtful prioritization, and deliberate communication
- A minimum of 6 months of Strong conflict resolution skills and ability to deal with escalating and de-escalating issues as appropriate
- Proven leadership and relationship building skills; the ability to interact effectively with all levels of internal and external customers, colleagues, partners, and vendors for at least 6 months.
- BSc/BA in management or relevant discipline will be considered an advantage

**What Could Set You part**
- Supervisory experience (preferred)
- Working knowledge of technical support practices and principals
- BSc/BA in computer science or 2 years related work experience

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