SUMMARY                                                  

Primary purpose of this position is to manage the help desk team. Q-MATIC Corporation is a world leader of customer flow management system solutions.   The individual will work closely with other members of the help desk department, project managers and customers.  

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• This position will be responsible for managing the help desk team to ensure customer satisfaction and cost saving methods.


• Manage outsourced service contracts with vendors.


• Assist the help desk department with problem resolution including contact with the Research & Development Department.


• Work closely with warranty sales to ensure all service contracts are followed.


• Monitor quality and be accountable for quality targets of the help desk team.


• Monitor open calls to ensure proper closer of the calls have been made on the help desk software.


• Ensure site visits performed by our service technicians are completed with the customer and logged in the help desk software.


• Oversee and monitor services calls, problem calls and change in the activity of calls.


• Coordinate the involvement of technical staff to ensure effective implementation of new or enhanced systems and resolution of end-user problems.


• Manage customer complaints efficiently and effectively.


• Provide monthly reports of calls to customers and managers.


• Maintain a schedule for the after-hours help desk cell phone.

This position requires good knowledge and understanding of computer systems as well as the ability and knowledge to review work orders, related schematic diagrams and blueprints are a must.  This position also requires the ability to requisition replacement parts for any faulty equipment that arrives at the customer site location.  This person will also be responsible for managing partner relationships and overall performance of the help desk team. In addition, other duties may be assigned.

REQUIREMENTS / SKILLS

• General technical knowledge


• Strong communication skills


• High level of professionalism


• Problem solving


• Detail oriented


• Ability to travel when necessary


• Strong organizational skills

AUTHORITY

• Approve quotes for replacement equipment and custom programming


• Enter service call information into the help desk software


• Approve expense reports and time sheets


• Reprimand, suggest raises, terminations or to hire employees


• Request Purchase Orders for needed hardware for repair


• Approve invoices from outside vendors

 COMPENSATION:

We offer a competitive salary based on experience.  The company currently pays for 100% of employee's health, dental, long term & short term disability along with a life insurance policy equal to one year base salary.  After completing six months of employment, employees are eligible to participate in the company's 401(k) plan and other benefits provided at that time.  Q-Matic also provides for their employees Paid Time Off and 13 paid holidays a year.