Technical Support Team Lead

Published date Posted on Indeed on Aug 27, 2022 (29 d ago)

Categories score:
data-mining (1) data>analysi (1)
Responsibilities:
Description: Every day, in nearly 100 countries around the world, millions of people depend on Daktronics scoring and display systems for information and entertainment. Our displays provide vital travel information in airports, train stations and along highways. They advertise the price of gas, store specials, and more as you make your daily commute. They also enhance spectators’ experiences at sporting events of all kinds, from little league to the major leagues.

The Technical Support Team Lead position is a shared role that engages in leadership and workflow management of the Technical Support team. The activities you are responsible for alternate on a set schedule which allows for variety in the work. This position has a rotating schedule, including a rotation of Saturdays, through the core hours of 7:30 AM to 7:00 PM.

The ideal candidate for this position possesses a forward thinking and continuous improvement mindset with an ability to identify and implement improvements to the systems, tools, and schedules that will enable Technical Support to provide our Customers with an Effortless Experience. The candidate will also need a strong desire to grow and adapt the position to maintain pace with changing customer expectations. Some of the key experiences an ideal candidate may have are:
  • Previous Team Lead/Scheduling or adjacent experience
  • Managing workflows and schedules of resources, materials, or people
  • Training or mentoring other team members
  • Data analysis experience
  • Process improvement/creation experience
Team Lead Duties:
  • Provide an escalation point for process related roadblocks.
  • Be responsible for providing judgement calls for technicians on situations that arise.
  • Audit current processes in Technical Support and help coach individual adherence for quality assurance.
  • Improve current workflows and processes across the Technical Support organization.
  • Identify and lead improvement projects.
  • Process feedback and opportunities for improvement in the Technical Support team.
  • Provide process training to new team members.
Workflow Management Duties:
  • Schedule and adjust staffing to maintain capacity and performance goals.
  • Schedule lunches, breaks and meetings for Technicians.
  • Schedule on call rotations.
  • Be responsive to schedule questions.
  • Engage with Technicians deviating from expected time frame for scheduled work to understand the cause for the deviation and direct them to the appropriate resource/s to aide in resolution.
  • Perform weekly check ins with student technicians, communicating schedule, as well as escalating concerns to supervisors.
  • Gather and route requests from stakeholders to the appropriate resources to meet the needs of our customers.
  • Make real-time adjustments to the technician skillsets to meet incoming demand.
  • Regularly update customer demand statistics for use in forecasting and make appropriate recommendations and/or changes to ensure queues are appropriately staffed to meet customer and market expectations.
  • Identify and implement work efficiencies through continuous improvement initiatives.
Qualifications:
  • Bachelor’s degree or an Associate’s degree with 1-3 years of Service or relevant experience required (preferably in fields of business, leadership, analytics or continuous improvement initiatives) and a demonstrated ability to meet the job requirements.
  • Must have strong organizational skills with ability to manage deadlines, prioritize workload, and adjust to meet business needs.
  • Must have excellent oral and written communication skills to communicate effectively with a variety of individuals in a positive, professional manner.
  • Must be a self-motivated individual who is able to work with minimal supervision and demonstrate enthusiasm, aptitude, and a willingness to learn.
  • Must be detail oriented and able to work in a fast-paced environment, handle multiple tasks simultaneously and meet pressing deadlinFlexibility to work overtime and a rotating shift schedule.
  • Flexibility to work overtime and a rotating shift schedule.
  • Actively engage in continuous improvement initiatives.
  • Must have strong knowledge of technology to include computers and software programs such as MS Office (Word, Outlook, Excel and PowerPoint.) Advanced knowledge on Microsoft Excel is strongly preferred including knowledge of graphs, charts, pivot tables, data analysis, etc.
  • Background and Motor Vehicle Record will be checked. Valid driver's license and acceptable driving record is required.
  • Fluent in English, both written and verbal is required.Daktronics does not sponsor, renew, or extend immigration visas for this position.

Daktronics is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national origin, sex, age, disability, marital status, sexual orientation, gender identity, protected veteran status, or citizenship status. If you would like more information on your EEO rights under the law, please click here.

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