TriTech Software Systems, the market leader in developing and implementing computer-aided dispatch, mobile data, and records management software solutions to help law enforcement, fire and EMS agencies protect our communities and save lives. We are continuing to expand our team and currently seeking a Director of Technical Support to be located in our Decorah, IA offices.

POSITION SUMMARY
Under minimal supervision, this position is responsible for planning, organizing and administering the company’s customer relations program. The director ensure that the highest level of client satisfaction is achieved through prompt resolution of client issues, effective and timely product updates are delivered, customer education trainings are delivered professionally and timely, and staff product and industry knowledge is continually improved. In addition, this director will work closely with other members but take the lead in implementing and maintaining the CRM (Customer Relations Management) software. Issue management will be organized, thorough, and well documented. This position, acts as the client advocate for issue resolution within the organization. Traveling is required for this position.

RESPONSIBILIITIES

• Monitors and assigns work to Support Supervisors and Technicians; trains staff, explains tasks and assists in problem resolution. 
• Leads a team of supervisors and professional staff through an appropriate delegation of responsibility and accountability. 
• Hires competent and qualified staff and creates and maintains an environment in which their contributions are recognized and valued. 
• Supervises, evaluates and coaches the staff. Maintains good employee relations. 
• Manages department staffing and schedules to address internal and external activities, such as call-center staffing, on-call coverage, sites visits, and system “go-lives”. 
• Maintains harmony among workers and resolves conflict effectively. 
• Handles customer correspondence, complaints, and inquiries, especially on major accounts, and with the executive level of all accounts.
• As a part of an escalation process, answers questions and recommends corrective services to address client complaints. 
• Participates in on-call procedures as a part of the client escalation process. 
• Ensures that client interactions are thorough, professional, and prompt. 
• Maintains liaison with other departments for order completion and harmonious customer service. 
• Has a thorough knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services and similar data, as required; ensures that customer support staff also has this knowledge. 
• Responsible for the successfully implementation and continued maintenance of the CRM software. 
• Participates as a contributing member of the management team. 
• Assists in the development and maintenance of the departments and company’s professional image and corporate philosophy to customers, prospects and the general public at large. 
• Maintains accurate and up-to-date customer configuration documents for each TriTech client describing system configuration, hardware, network diagrams and settings, software installed, log of updates or upgrades installed, interfaces, demographics, access and password information, and all TriTech and third party licenses. 
• Maintains a series of metrics and reporting tools to monitor individual, department, and organizational performance. This includes the following: 
  • Maintains productivity reports on staff performance, client activity, and aging of open client issues; 
  • Periodic individual and department reports; and 
  • Client satisfaction surveys. 
• Serves as an effective liaison between Technical Services/Customer Service and other departments. 
• Furthers the goals and positive image of the company by acting as a link with the industry, the business community and the community at large to ensure that the company remains vital, viable and profitable.
•  Performs other related duties as required. 
• Performs duties of peers and subordinates when necessary.

EXPERIENCE

• Minimum three years experiences managing a staff at a Sr Manager or Director level 
• Minimum two years experiences managing support center or call center activities. 
• Must be a self-starter, self-directed and have proven track record of notable accomplishments. 
• Mastery customer service skills are mandatory. 
• Good interpersonal skills, problem-solving skills and writing skills are necessary. 
• Excellent written and oral communication skills essential

EDUCATION

Bachelor's degree in Business, Computer Science, Engineering, Communications or related discipline required.

TriTech offers a dynamic and rewarding work environment, competitive salary and benefits package. Please send your resume indicating position desired to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it or Fax: 858.799.7014