Kelly® has been providing outstanding employment opportunities to the most talented individuals in the marketplace for more than 70 years. We are proud to offer a new opening for a Technical Support Manager located near Elk Grove Village. This job is with a leader in heavy industrial equipment.

　　We are seeking a talented technical support professional with a background in maintenance or field service. The ideal candidate will have experience with electrical, mechanical and water systems. We are also seeking someone with excellent leadership and customer service skills.

　　If you are looking for an interesting job with a positive work culture, this could be the next step on your career path. This role offers competitive pay and the opportunity to work a hybrid schedule once you are trained and have worked for several months.

　　Summary

　　The Technical Support Manager is responsible for supporting and maintaining a high level of technical support and quality control across the company.

　　The Technical Support Manager will support all aspects of the Customer Service Department.

　　This position will provide support for all Field Service activities and assist with managing technician schedules as well as profitably quoting service projects.

　　As the Technical Support Manager you will support the Quality Control process, providing inspections and documentation on processes and procedures ensuring products being shipped meets standards. This position will provide feedback to engineering and production on issues discovered during inspection and in the field. This position will drive excellence in quality with the full support of company ownership.

　　This position will work toward profitability in the service department including parts sales, project proposals, field service support and warranty costs.

　　Primary Job Responsibilities:

　　Investigates and documents machine problems from root cause to solution

　　Responsible for supporting and implementing a training program for all current and new service technicians.

　　Creates proposals for service projects

　　Directs the service coordinator on technician scheduling

　　Supports the Service Seminar programs for company.

　　Manages staffing, effectiveness and reporting of technical phone support personnel

　　Effectively monitor, coach, develop and review technical phone support personnel to achieve key performance metrics

　　Liaison between Field Service, Customers and Engineering

　　Provides training on all manufactured and distributed equipment

　　Provide troubleshooting and hands on repair to equipment as required with primary emphasis on automated systems

　　Actively engage with clients, addressing all issues by consistently communicating and collaborating with your manager and other departments in a timely manner

　　Supports Uptime Login support for customers and works to develop a paid subscription to this type of service

　　Supports and maintain quality control processes and procedures ensuring they are followed by all company team members

　　Ensures equipment shipping meets standards of quality

　　Supports the documentation of the QC process

　　Works to reduce warranty claims by improving quality and internal processes

　　Ensure all equipment being delivered meets standards of quality

　　Communicates effectively with different levels of a customer’s organization when necessary

　　Actively engages with all employees to continuously strive to improve processes, create efficiencies and reduce costs

　　Routinely review current product line to improve upon key aspects of the product

　　Support the Installation division on the company, learning the processes and procedures and serving as a backup for VP of Installations

　　Skills/Requirements:

　　Technical vocational schooling a plus; electro-mechanical preferred

　　At least 7-10 years’ experience in technical support with a proven track record of success

　　Strong leadership and management skills, with the ability to motivate and guide team members

　　Any experience with water systems or temperature control is a huge plus

　　Knowledge of Windows and Microsoft Office Software products or other project management software required

　　Demonstrates knowledge of good customer service and professionalism

　　Demonstrates an ability to solve problems efficiently, even under pressure

　　Process and procedure documentation skills

　　Occasional travel required

　　As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here (https://www.mykelly.com/help-support-working-with-kelly-us/#Benefits) for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

　　Why Kelly ® Engineering?

　　Your engineering skills are in demand, but how do you find the right fit? Easy. At Kelly Engineering, our team creates expert talent solutions to solve the world’s most critical challenges. We connect you with leading organizations where you can collaborate on innovative projects, work with cutting-edge technologies and accelerate your growth. Whether you prefer the variety and flexibility of short-term projects or are looking for a long-term opportunity, we’re here to guide you to the next step in your engineering career.

　　About Kelly

　　Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

　　Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center.Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.

　　Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.