HRG301 | Customer Support Manager

HRG301 | Customer Support Manager

17 Nov
|
Innovasea
|
Bedford

17 Nov

Innovasea

Bedford

Customer Support Manager | Halifax, NS



INNOVASEA | Aquatic Solutions Built for Life



Innovasea designs the world’s most technologically advanced aquatic solutions for fish tracking and fish farming – and builds them to withstand the toughest conditions. We partner with customers to fully understand their needs and solve their most pressing challenges. It’s all driven by a commitment to make our ocean and freshwater ecosystems sustainable for future generations. Today. Tomorrow. For life.



About the Opportunity



Are you passionate about customer service? Are you tech-savvy? Do you thrive in a fast-paced team environment? Are you looking for a career with an innovative and fast-growing ocean technology company?





We are seeking a Customer Support Manager to work with our technical support team to bring best-in-class technical support to our customers. Reporting to the Director of Product Management and Customer Success, Fish Tracking, you will use your technical customer service experience to manage and scale our customer support activities as our suite of products and services grows. As a key member of a front-line team dedicated to ensuring an exceptional customer experience with our company, you will be accountable for ensuring that customer issues are resolved with empathy, promptly, and efficiently.



As the Customer Support Manager, your responsibilities will include:



- Management and development of the Innovasea Fish Tracking Technical Support team

- Management and scaling of Customer Support and Repair activities (i.e. case workflow, RMA workflow, assets management) via Salesforce

- Management of product update and product advisory customer communications; product recall logistics

- Tracking and reporting product issue trends; escalating to other departments as appropriate

- Tracking and reporting product failure rates

- Representing Customer Support group on internal Product Modification and New Product Introduction teams

- Testing and providing feedback to development teams on new products and new product features prior to release

- Working collaboratively with various departments, using support case analytics to inform continuous improvement programs, product development, and customer education programs

- Providing guidance/training on support issue handling to remote offices and other internal groups

- Achieving and maintaining technical expertise in Innovasea Fish Tracking products

- Contributing content to product user manuals/tools and customer knowledge base to facilitate customer self-service

- Occasional travel to customer field sites may be required for on-site technical support

- Required Qualifications



- Bachelor’s degree or equivalent education or experience

- Strong customer focus and a desire to exceed customer expectations

- Management experience, ideally within a technical customer service environment

- Excellent communication skills, including active listening, expectations management, and conflict resolution skills

- Strong technical troubleshooting, analytical thinking, and decision-making skills

- Ability to communicate effectively with individuals having varying levels of technical expertise

- Highly team-oriented, with excellent interpersonal skills and a positive attitude

- Strong attention to detail

- Strong organizational skills; ability to multi-task and manage competing priorities

- Experience with support case and Knowledge Base management tools (ex: Salesforce)

- Intermediate to advanced Microsoft Office skills



Desirable Skills



- Experience using collaboration tools such Slack, JIRA, Confluence, Sharepoint

- Familiarity with acoustic telemetry products

- Experience / understanding of aquatic science research and the scientific method

- Field work experience



About Innovasea



Fueled by leading-edge technology and a passion for research and development, Innovasea is revolutionizing aquaculture and advancing the science of fish tracking to make our oceans and freshwater ecosystems sustainable for future generations. With 250 employees worldwide, we provide full end-to-end solutions for fish farming and aquatic species research – including quality equipment that’s efficient and built to last, expert consulting services, and innovative platforms and products that deliver unrivaled data, information and insights.



Position and Location:



This is a full-time position located in Bedford, Nova Scotia.



To apply please send your resume and cover letter to: [email protected]



No phone calls, no unsolicited third-party recruiters or agencies, please.



For more information visit: innovasea.com/fish-tracking/



Innovasea is an Equal Opportunity Employer. All qualified Innovasea applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin

The original job offer can be found in Kit Job:
https://www.kitjob.ca/job/21145556/hrg301-customer-support-manager-bedford/?utm_source=html

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