Job Description

As the Manager-Technology Support Services, you will manage a team of experienced technical professional employees who are providing technical expertise to internal and external customers. You will be responsible for implementing measurable annual performance objectives for your team as agreed with Director and Senior Director. Responsibilities:

• Provide technical support to external and internal customers as needed in their field of expertise, while managing a team of subject matter experts.
• Coordinate and provide technical training activities and certifications for System Integrators and WESCO employees.
• Provide technical support for pre-sales engineering, bill of materials, 3rd party system integrations and any technical demands from our Partner System Integrators and WESCO stakeholders.
• Provide Technical Support for post-sales and installations on demand for our Partner System Integrators
• Strive for continual improvement with team organization, processes and procedures.
• Maintain reporting of key performance indicators (KPI).
• Develop customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.
• Communicate with Engineering, Applications Engineering, Marketing, Category Management, Supply Chain Services, and Quality Assurance divisions of any product problems, opportunities, or emerging customer needs.

Qualifications:

• Associates’ Degree (U.S.)/College Diploma (Canada) or commensurate years of technical experience required
• Bachelor’s Degree preferred
• 5+ years of experience in the technical field of expertise in design, implementation and/or commissioning
• 3+ years of experience speaking with strong presentation skills
• 2+ years of experience leading a team of up to 4 direct reports preferred
• Fully bilingual English/Spanish
• Possess a customer-centric mindset
• Possess advanced computer skills, including proficiency with Microsoft Office Outlook, Word, Excel, PowerPoint and Visio
• Demonstrate strong leadership skills and the ability to make decisions within the designated area of responsibility
• AutoCAD 2D or AutoCAD Inventor preferred
• BISCI RCDD, OSP, NTS and/or DCDC or Industry Equivalent preferred
• Ability to travel up to 25%