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Blackline Safety is looking for a Manager for our Senior Technical Support team. This role is responsible for providing senior level technical analysis and problem resolution for our Blackline Safety products. In this role, you will drive the development of service programs through our distribution partners that match our world class connected safety system.
If you are interested in joining a dynamic, growing company we invite you to apply telling us how your background and personality makes you the ideal person for our team.
Who You Are
You believe is a customer-focused company and want to help build a team that provides world-class technical support. With your “Go the extra mile” approach, you lead your team to resolve customer concerns proactively and efficiently. Innovation is part of your DNA and drives you to find solutions to everyday challenges. You believe in high quality results and demonstrate a ferocious curiosity for technology. You are resilient and don’t shy away from new or changing priorities. Your technical aptitude and logical approach set an example to resolve and eliminate problems. You demonstrate leadership with your collaborative, results oriented attitude and desire to deliver exceptional quality products and services for Blackline Safety.
What You Will Do
- Lead a team of advanced technical professionals to achieve excellence in problem resolution, root cause analysis and proactive technical solutions
- Drive and inspire problem resolution and process improvements by leveraging analytics data and provide relevant supporting reports to the organization
- You own the global escalation and management of hardware, software and network related issues and are the conduit for information between technical support and internal development, quality, and engineering teams.
- Provide and implements scalable solutions to support global expansion of our technical services
- Develop reporting that supports our service level performance
- Ensures contracted support service levels are met
- Provide expert advice to our customers internally and externally
- Develops a key account strategy for the advanced technical support team
- Identify customer knowledge gaps through the problem analysis process to improve customer deployment efforts and minimize calls for support
- Attend customer facing meetings as required to support our Client Success team
- Develop Distributor Service programs and manage the service levels of our partners
- Coordinate onsite technical visits for the team and guide the preparation of site visit plans. Travels to customer sites as required to determine technical solutions
- Develops a billable site visit cost structure and produces programs to educate the organization
- Champions product knowledge for new and existing hardware, software, and communications networks.
- Manages product rollouts and firmware upgrades as it relates to technical support
- Collaborates with the Technical Support Managers globally to ensure alignment in product knowledge, problem resolution and sound escalation practices
What We Are Looking For
- 10 years’ experience in a technical support or a technical service role
- 5-8 years of people management experience in a technical capacity with the ability to create a positive, challenging, and meaningful work environment.
- Demonstrated project management aptitude and experience
- Intermediate-advanced level skills with Microsoft products
- Able to effectively communicate technical issues to users of various backgrounds
- A driven and focused approach to seek out the root cause of technical problems and obtain solutions
- Demonstrated experience in process development and continuous improvement
- Demonstrated problem analysis using data analytics tools (i.e., Power BI) and applied use of KPI’s and metrics
- CRM or case management system experience and ability to interpret data into actionable outcomes (NetSuite considered an asset)
- A background in gas detection would be considered an asset
- Possesses a genuine interest and concern for the safety of our customers, coworkers, and staff
- A team player who offers solutions and ideas to continually improve the business
- You want to be part of a growing company and are committed to supporting the vision and values of Blackline Safety
Blackline Safety offers
- An exciting high-growth environment
- An experienced, dynamic, and highly motivated team
- Supportive, challenging, and collaborative culture
- Extended Health, dental and vision care
- Company stock purchase plan with matching contributions
About Blackline
Blackline Safety is a technology leader driving innovation in the industrial workforce through IoT (Internet of Things). With connected safety devices and predictive analytics, Blackline enables companies to drive towards zero safety incidents and improved operational performance. Blackline provides wearable devices, personal and area gas monitoring, cloud-connected software and data analytics to meet demanding safety challenges and enhance overall productivity for organizations with coverage in more than 100 countries. Armed with cellular and satellite connectivity, Blackline provide a lifeline to tens of thousands of people, having reported over 185 billion data-points and initiated over five million emergency alerts. For more information, visit BlacklineSafety.com and connect with us on Facebook, Twitter, LinkedIn and Instagram.
Blackline Safety is powered by the diversity of our talented employees. We are an equal opportunity employer. We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, sexual orientation. We enthusiastically encourage all individuals to apply for positions that fit their passions. Come join our inclusive team and start collaborating with us on exciting projects!
