Telematics Support Manager

Software Support Latham, New York


Description

In 2015, Tyler Technologies established one of the first in-vehicle tablet Solutions for the K-12 school transportation industry.  Today, Tyler Drive, is the industry’s leading fully integrated hardware solution having been adopted by the leading school bus contractors and hundreds of school district in the US and Canada.  This solution provides bus drivers and parents with innovative technology to ensure the safety of their students.  This quickly growing team is looking for an experienced full-time customer support manager to lead a group of innovative and client focused support representatives. The Telematics Support Manager will also be working with other management staff to determine and implement specific technical needs and priorities within the organization. 

Responsibilities

  • Manage the Support team efficiently and effectively to meet the set service goals
  • Direct management and supervision of support staff to include:
    • Recognition of positive performance
    • Address performance issues and areas in need of improvement directly and timely
    • Conduct annual performance reviews, setting goals and regular check-ins to ensure they are met
    • Work with each employee to set professional development goals and assistance to achieve them
    • Interview, hire and onboard new employees; direct new employee training programs
    • Assess training needs for the team; monitor individual progress, and take action as needed
  • Participate in support meetings and actively work with all department managers to develop or improve our services, goals and procedures.
  • Oversee the proper use and reporting of our CRM to ensure the department is delivering quality and timely support to our clients.
  • Design and propose process improvement suggestions
  • Prepare reports and/or documentation concerning the team’s services performance, goals, and needs
  • Oversee issue escalations making sure that clients are kept informed and timely progress of resolution
  • Review product changes and defects with development and provide them with client feedback to improve the overall product
  • Follow and enforce documented Tyler Technologies policies and procedures

Qualifications

  • Bachelor’s degree in related field or comparable work experience.
  • 3-4 years working in a dynamic technical support environment.
  • Management experience is required; a strong desire and ability to motivate and manage a team of professionals is also a requirement.
  • Effective interpersonal, conflict management, resolution, and communication skills.
  • Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.
  • Strong analytical and problem-solving skills.