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Technical Services Lead

Company: ComputerCare
Location: Stockton
Posted on: November 26, 2022

Job Description:

ComputerCare, a premier IT services company, is currently looking for an experienced Technical Services Lead to join our team in Stockton, CA. We offer an opportunity to grow your career and develop your leadership skills. We have a great working environment, comprehensive benefit package, and an amazing leadership team, too. We invest in your growth within the company and industry. Our clients are pretty amazing too!Do you excel and enjoy interacting with customers and clients? Are you a team player who supports co-workers and cares about the success of others? If you are data driven, thrive when mentoring others, and have excellent communication skills, this could be a great career for you.In this role: You will lead, mentor, and support a team of Hardware Repair Technicians and Technical Administrators in a fast-paced environment. You will be the primary point of contact for our customers and have daily opportunities to make an impact on your team as you set and drive to meet monthly goals. Roles & Responsibilities

  • Manage technicians responsible for reviewing and diagnosing customer devices; ensure that all repair tickets are appropriately completed using NetSuite and GSX, and are in line with ComputerCare procedures and processes
  • Build and maintain positive relationships with customers to ensure that any issues that arise are addressed quickly and professionally
  • Commitment to continuous improvement, including focus on identifying areas where procedures and processes can improve customer experience and leading the team to meet these goals
  • Resolve issues requiring communication with the Manufacturer's internal service team
  • Partner with teams across the organization to ensure business outcomes are being met within the repair process
  • Support Certification Training of technicians (ACiT/ ACMT), responsible for keeping team certifications up to date
  • Work directly with other leaders in the organization to report on value measured KPI's Quality control oversight, managing and auditing return units based on repair quality
  • Plan for and manage repair backlog
  • Participate in candidate review, interview, and hiring process
  • Collaborate with Technical Services Manager to assess, track, and manage staffing needs and levels to assure efficient workforce management
  • Design and compose weekly/monthly reports and recommendations as needed
  • Oversee operational systems, processes, and infrastructure pertaining to technicians and technical administrators
  • Responsible for time management of the team including Payroll approvals
  • Monitor Apple Operational Report to ensure expectations are being met
  • Facilitate cycle counts and perform audits as required
  • Perform other duties or analysis as neededQualifications
    • 2+ Years of experience in Customer Service roles
    • 3+ Years of experience in performing laptop, desktop, tablet and/or iPhone repairs
    • 3+ years experience in a technical management role, with direct supervisory experience
    • 3+ years experience in project management including planning and launch
    • Experience repairing both Mac and PC with current certifications; ACMT, ACiT, Lenovo, HP, Dell, Toshiba
    • Knowledge of Microsoft Excel, Word, or the Google Suite
    • Understands and excels working within deadlines
    • Commitment to staying current on technology and procedures
    • Established written and oral communication skills, including the ability to create detailed proposals, reports and other documents, backed by statistical measurements
    • Ability to solve problems independently with proper communication to management and staff
    • A track record of delivering high levels of customer-service
    • Experience working with multiple stakeholders at varied levels of the organization - subject matter experts, functional leads, departmental heads, etc
    • Experience analyzing data to drive decisions
    • Ability to multitask and work in a fast-paced environment, and an eye for detail
    • Netsuite or Salesforce experience is strongly preferred
    • Willingness to travel to alternative site locations as necessary
    • A positive attitude and willingness to contribute to the entire service department through the flexibility and willingness to jump in where neededCome join our team at ComputerCare!ComputerCare is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

Keywords: ComputerCare, Stockton , Technical Services Lead, IT / Software / Systems , Stockton, California

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