Senior Manager Technical Support
About The Position
dormakaba is seeking a Senior Manager of Technical Support for our Safe Locks business based in Lexington, KY. This role oversees all technical support operations, ensuring consistently positive customer experience, managing team performance, and overseeing escalated issues through collaborative problem ‑ solving and consultation meetings. HIRING SALARY RANGE: Base Salary $115,000 - $135,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) Plus, an Annual Bonus . Please visit our career site for more information on benefits.
Requirements
- 10+ years’ experience in technical/engineering management
- Bachelor’s degree in Electrical Engineering, Computer Engineering, Computer Science, IT or related field
- Excellent communication, problem solving and conflict resolution skills
- Strong understanding of troubleshooting, networking, and software/hardware products
Nice To Haves
- 5+ years’ experience in technical support, with at least 2+ years in a leadership or management role
- Experience with Customer Relationship Management (CRM) Software, or ticketing systems such as Zendesk
Responsibilities
- Hire, train and mentor technical support staff, conducting 1 on 1 meetings and performance reviews
- Act as the final escalation point for critical customer issues, resolving complex technical problems
- Develop and implement support policies, procedures, and Service Level Agreements (SLAs)
- Monitor key metrics – Key Performance Indicators (KPIs) and Customer Satisfaction Scores (CSAT) and analyze trends in tools like Salesforce or Jira to drive continuous improvement
- Work closely with product, engineering, and sales teams to provide feedback, improve product quality, and align strategies
Benefits
- Taking Care of our Employees on Day One with Medical, Dental, Vision, Life and Disability Insurance coverage options. No waiting periods!
- Your health is our priority; we offer Medical Wellness Programs to aid in your well-being
- Vacation and Personal Time Off
- We support your growing family; we provide Parental Leave for Moms and Dads!
- Wisely plan for your future with our 401k Matching plan beginning on Day One
- Discover your best attributes using CliftonStrengths to pave the way for success at dormakaba
- Supporting your career development with our Tuition Reimbursement Program
- Robust culture supporting internal advancement with our Learn and Grow Program
- 24/7 access to over 15,000 LinkedIn Learning courses to assist in your professional development and to expand on your individual interests.
- Employee Assistance Programs
- Voluntary Legal Insurance
- Unlimited Referral Reward Bonuses
- Corporate Discounts for shopping, travel and more!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
