Technical Support Manager

**Now is the time to become an Avidbotter**

Avidbots is a leading edge robotics company with the vision to bring robots into everyday life with the intention of expanding human potential. Our ground-breaking product, the Neo 2 autonomous floor scrubbing robot, is deployed around the world and trusted by leading facilities and building service companies. Because of our continued successes, we are in major growth mode to add to our award winning employee culture. Headquartered in Kitchener, ON, Canada, Avidbots offers comprehensive service and support to customers in 5 continents.

**How you will make a difference**
- Define, communicate and oversee the achievement and maintenance of agreed customer service levels and standards
- Organize, supervise and mentor the Technical Support teams on all shifts and on-call rotations in multiple office locations
- Evaluate, manage and improve our contact center systems, tools, and training materials to maintain the highest level of customer service
- Handle/Resolve complex and escalated customer service issues
- Generate and present detailed reports focused on improving the overall customer experience, team performance, as well as product performance
- Ensure all existing policies and procedures are followed; help improve and create new processes and procedures as we grow and adapt to ever changing conditions
- Participate in recruitment activities, on-boarding and training of new employees
- Liaise with company management to plan, support and implement growth strategies
- Track and supervise interactions between the team and customers; report and devise improvement plans in collaboration with the department managers

**About the Role**

We are looking for a talented and enthusiastic Technical Support Manager to join us on our journey of bringing robots to everyday life

This role is responsible for providing excellent service to our customers, while mentoring and leading the technical support teams across multiple global locations. Our Technical Support Manager is responsible for the day-to-day operations of customer care activities, ensuring we are performing at the highest levels of efficiency without sacrificing the exceptional level of service our customers deserve and expect from us. The goal is to deliver and improve upon our customer satisfaction and support while continuing to grow the team and create a positive engaging work culture throughout the department. This is a very hands-on management role requiring leading example.

This role is a people leader of our Technical Support Specialists, reporting to the Director of Technical Services.

**Minimum qualifications**
- Diploma/Degree in Engineering or Business
- 5+ years in a Customer or Technical Support organization
- Direct people leading experience of 2+ years in a call center/customer service environment
- Must have valid passport and be willing to travel internationally when needed to train and support the customer service organization
- Successfully complete pre-employment onboarding requirements that may include: criminal/civil background checks and motor vehicle records search

**_Applicants must be currently authorized to work in Canada for any employer_

**Preferred qualifications and key skills**
- Highly skilled executing to plan and prioritizing tasks in a customer-driven environment
- Proven follow-up, coaching and conflict resolution skills
- Proven track record of implementing process improvements resulting in increased customer satisfaction and overall decreased number of support calls and tickets
- Excellent presentation abilities, natural leadership and interpersonal skills
- Strong time management skills with experience effectively prioritizing team workloads
- Bilingual/Multilingual with English and Spanish and/or French
- Familiarity with Atlassian (Confluence, Jira), Salesforce, Google Suites
- Experience with CAD and other graphics software
- Experience working with electronics or electro-mechanical devices
- Experience working with computers and software tools (Linux experience ideal)

Avidbots is an equal opportunity employer committed to building a diverse workforce. As a multicultural organization, we encourage individual achievement and recognize the strength of a diverse workforce. We offer a professional working environment and culture and believe that work / life balance is critical to ensure the happiness/well-being of our people.

Upon request, Avidbots will provide reasonable accommodation for applicants with disabilities throughout the recruitment and selection process.