Technical Support Shift Manager

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locations
Stockport, United Kingdom
posted on
Posted 2 Days Ago
job requisition id
JR-0058310
We are looking for an experienced and competent Technical Support Shift Manager to join our growing team with the Response Coordination Centre (RCC) at Dematic Software. The postholder will oversee daily operations during scheduled shifts, and this will include managing all incoming Dematic Software customer incidents, resolving escalated issues and ensuring the requirements of the shift are met. You will report to management on a weekly basis and hold daily team meetings to ensure that an efficient handover process between shifts takes place. You will be responsible for ensuring key team members are performing on your shift and meet daily targets. Ultimately, you will make sure all aspects of daily operations on your shift run smoothly whilst implementing efficient workflows. Training will be provided on the job and you will be given full support to grow and develop your career at Dematic Software. If you are a natural leader committed to high quality service and have experience in our industry, we’d like to meet you!What we offer:The “Job Description” needs to include the below:Career DevelopmentCompetitive Compensation and BenefitsPay TransparencyGlobal OpportunitiesLearn More Here:
Tasks and Qualifications:MAIN JOB OBJECTIVES • Assign workload by triaging issues and prioritise according to the business impact • Provide direction and feedback to the team during shifts • Oversee day to day operations and improve performance • Train and coach new team members • Ensure documented processes are followed • Motivate the team to maintain high performance • Resolve queries and manage escalations • Foster and maintain a positive work environment • Report on team performance on a weekly basis to managementREQUIRED SKILLS • An excellent command of the English language (both spoken and written)• A team player with a desire for continuous improvement and able to accept constructive feedback in a busy working environment • Proven experience as a Team Leader or in a relevant managerial role • Leadership skills and ability to make decisions in a speedy but logical fashion • Able to adhere to current processes with an open mind • Able to work shifts including night and weekends with a flexible approach • Familiarity with the use of incident management and reporting tools • Demonstrable detailed experience working in a customer facing roleDESIRED SKILLS • A knowledge of ITIL processes, and ideally ITIL certified • While you will be educated and supported on the job, an inherent aptitude to technical problem solving • A willingness to visit customers’ sites to gain a deeper understanding of applications • A strong software engineering or computing background • Experience with working in the Information Technology industry • Further/higher education qualifications preferably in an engineering discipline and/or computing BENEFITS • Competitive salary- based on level of experience and expertise • Incentive scheme designed to reward individual contribution and performance • Group Personal Pension scheme with generous Company contributions and made by salary exchange • Holidays - 25 days plus bank holidays • Private Health scheme (non-contributory for employees) • Life assurance • Working at a newly refurbished campus which includes a gym for staff with full showering facilities
About UsKION Supply Chain Solutions (KION SCS) is an operating unit of the KION Group, consisting of the two strong and successful brands Dematic and DAI. Dematic is an intralogistics innovator that designs, builds and supports intelligent, automated solutions for manufacturing, warehouse and distribution environments for customers that are powering the future of commerce. The company is headquartered in Atlanta with engineering centers, manufacturing facilities and service centers located in more than 25 countries, and also owns the software company, Digital Applications International Limited (DAI).DAI, acquired by Dematic in 2020, specializes in logistics automation solutions with offices in the US, UK and Switzerland.The KION Group is among the world’s leading suppliers of industrial trucks and supply chain solutions and has a global network of more than 42,000 employees. Its portfolio encompasses forklift trucks and warehouse trucks, as well as integrated automation technology and software solutions for the optimization of supply chains. Across more than 100 countries worldwide, the KION Group’s solutions improve the flow of material and information within factories, warehouses, and distribution centers.Our Linde and STILL forklift brands serve the premium industrial truck segment. Dematic is a global leader in automated material handling. Together, we are shaping the future and are among the best in our industry.Our culture is driven by our shared KION Group values – integrity, collaboration, courage and excellence.
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