Manager, Technical Support

The Company:

Getac is comprised of a passionate team that takes pride in its our tight-knit culture. We are committed to our employee fulfillment by providing a flexible work schedule, honoring achievements, and maintaining a supportive working environment. Getac strives to promote an inclusive culture to create a workplace that reflects the diversity of the communities it serves. We are looking for growth mindset team members to help lead the way. We provide mobile rugged computing and video solutions, software, and cloud services to challenging work environments such as military, industrial, law enforcement, public safety, healthcare, and utility companies.

• We are a team full of employees that believe in by working together we win together.
• We offer a generous health care policy, PTO, and 401(K) with a 3% Contribution.
• We believe in making a difference every day.
• We offer performance- based bonuses.

The Position:

Getac has an opportunity for a Technical Support Manager to join the team and provide proactive, responsive, and clear direction to current customers and internal Sales Engineers.

Essential Job Duties

• Manages the Technical Support staff with the goal of aligning the team to improve the quality of end-user and dealer support services.
• Provides leardership, management, and prioritization and direction for the department.
• Develops and implements plans to improve business processes for department.
• Customer Services oriented, passionate to help resolve customer problems and increase customer satisfaction through service quality.
• Makes decisions, drive positive change and continous improvement
• Drives the use of internal reporting systems to monitor customer service trends, increases the levels of service knowledge base and ability to communicate with employees, end-users and 3rd party business vendors.
• Escalates technical issues in a timely manner when no known solutions are available and outside resources need to be utilized.
• Creates, maintains, and updates a database of technical documentation by product line/model for current and future use.
• Responsible for annual staff reviews, departmental performance, metrics, and technical reports
• Provides excellent phone etiquette for problem solving with end-users/customers and building of account relationships
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Experience & Education:

• Skill to communicate and train clients and staff over technical capabilities
• In depth knowledge of Getac Video Solutions software, equipment and design
• Experience supporting end user installation, configuration, upgrade, and migration
• Strong team player with excellent interpersonal skills
• Proficient in MS Excel, MS Word, MS PowerPoint, Outlook, Visio
• Excellent verbal and written skills
• Bachelor’s degree in Information Technology or equivalent certifications and experience
• Minimum 3 years of experience within respective Public Safety technologies
• Minimum 5 years of experience of hardware & software troubleshooting

Travel:

• Minimum Travel for Company meetings.

The Location:

Getac is located in Irvine, CA but this position would be a position located in our Bloomington, MN office.

Why Should You Apply?

• Great Benefits, interesting work

• Reasonable Hours to preserve a positive work/life balance

• Engaging, supportive culture – we have FUN!

*No outside recruiting is required

Getac is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.