FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.

Responsibilities:

Oversee the day-to-day operations of the technical support team: This includes managing schedules, assigning tasks, and monitoring team members’ performance. The Director is responsible for ensuring that the team is functioning efficiently and effectively, addressing any issues or obstacles that may arise, and providing guidance and support as needed.
Develop and implement procedures for effective customer support: This involves creating policies and procedures that ensure customers receive the best possible support when they encounter issues or have questions about our products. The Director is responsible for continuously evaluating and improving these procedures based on feedback and performance metrics.
Collaborate with other departments to identify product issues and improvements: The Director works closely with product development, sales, and other departments to identify and resolve product issues, and to make improvements based on customer feedback. This collaboration is crucial for ensuring that our products meet customer needs and expectations.
Manage the hiring, training, and development of the technical support team: The Director is responsible for recruiting and hiring new team members, providing training and professional development opportunities, and fostering a positive and productive work environment. This includes conducting performance reviews, providing constructive feedback, and promoting a culture of continuous learning and improvement.
Set and monitor performance goals for the technical support team: The Director establishes clear and measurable performance goals for the team, monitors progress, and provides feedback and coaching to help team members achieve their goals. This includes tracking key performance indicators (KPIs) and implementing strategies to improve performance.
Ensure customer satisfaction through prompt and effective resolution of issues: The Director ensures that customer issues are resolved quickly and effectively, and that customers are satisfied with the support they receive. This includes monitoring customer feedback, addressing complaints, and implementing strategies to improve customer satisfaction.
Prepare reports on support activities and effectiveness: The Director regularly reports on the activities and effectiveness of the technical support team, providing insights and recommendations for improvement. This includes analyzing performance data, identifying trends and patterns, and making data-driven decisions to improve support operations.

Qualifications:

Bachelor’s degree in Computer Science, Engineering, or a related field: A solid educational background in a relevant field is essential for understanding the technical aspects of the role. This includes knowledge of computer systems, software applications, and customer support principles.
Proven experience in a technical support leadership role: Previous experience leading a technical support team is crucial for understanding the challenges and responsibilities of the role. This includes experience with team management, customer support operations, and performance management.
Strong understanding of the industry and emerging trends: The Director needs to stay up-to-date with the latest industry trends and technologies to provide effective support and stay ahead of customer issues. This includes knowledge of current best practices, emerging technologies, and industry standards.
Excellent problem-solving and communication skills: The Director must be able to solve complex technical problems and communicate effectively with both team members and customers. This includes strong verbal and written communication skills, as well as the ability to explain complex concepts in a clear and understandable way.
Ability to manage and lead a team effectively: Strong leadership and management skills are essential for leading the team and ensuring they perform at their best. This includes skills in team building, conflict resolution, and performance management.
Strong customer service skills: Excellent customer service skills are crucial for ensuring customer satisfaction and maintaining a positive company reputation. This includes skills in customer relationship management, customer satisfaction measurement, and complaint resolution.

Preferred:

Master’s degree in a related field: A higher level of education can be beneficial for understanding more complex technical issues and for advancing in the role.
Certifications: Certifications in relevant technologies or methodologies can demonstrate a commitment to ongoing learning and expertise in the field.

The base salary range for this role is $112,500 to $168,800. This base salary range represents the low and high end of the base salary range for this position. Actual base salary offered will vary based on various factors including but not limited to location, level, job-related knowledge, skills, experience, and performance.

This job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor.

It is the policy of FORTNA and its affiliated companies to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, pregnancy or pregnancy-related condition, status with regard to public assistance, veteran status, citizenship status (if authorized to work in the U.S.), or any other characteristic protected by federal, state or local law. In addition, FORTNA will provide reasonable accommodations for qualified individuals with disabilities.