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Technical Lead - Software Serv...

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Job Summary

Company
Lucas Systems, Inc.
Location
Wexford, PA 15090
Industries
Computer Software
Job Type
Full Time
Employee
Years of Experience
5+ to 7 Years
Education Level
Associate Degree
Career Level
Experienced (Non-Manager)
Salary

Competitive base + variable pay
Job Reference Code
TECH LEAD

Technical Lead - Software Services

About the Job

Lucas Systems, Inc. is the fastest-growing provider of voice-directed logistics solutions that help retailers, wholesale distributors, and manufacturers improve warehouse operations. Our software solution, Jennifer™ VoicePlus, provides a rapid return-on-investment for our customers by helping workers do their jobs more efficiently and accurately using real-time voice-recognition software running on mobile, industrial computers. Jennifer is used by Fortune 50 companies like Kraft Nabisco, Caterpillar and Cardinal Health, large private distributors like C&S Wholesale Grocers and Republic National Distributing Company, and a range of other leading retailers (CVS, Victoria’s Secret, Office Max, Do It Best), manufacturers (Tastykake, Rust-Oleum) and distributors across industries.

 

Lucas is a unique organization, offering the dynamic, collaborative, and innovative working environment of a smaller company, but with the financial stability and industry presence typically associated with larger firms.

 

Lucas Systems, Inc. is currently looking for a Technical Lead, Software Services. The Technical Lead, Software Services holds an important leadership role within the organization.  This position will interact with a number of business units, including Project Management, Product Management, Engineering, and Sales.

 

Position Description

  • Oversees Lucas’ 24/7/365 software support department providing post-implementation customer support by addressing production outage issues, detecting and diagnosing problems, offering technical advice and disseminating information to customers and staff.
  • Provides trouble-shooting guidance to team members responsible for 1st line support
  • Leads software support group to ensure customer service satisfaction is achieved; results are monitored; and support process compliance is met in accordance with established policies and procedures
  • Strives to improve software support quality by suggesting and implementing changes when necessary
  • Solicits feedback from customer base and provides input to product group on new features and functionality
  • Provides feedback to professional services group on training best practices
  • Trains and mentors department staff to maintain high-quality technical support standards
  • Works with customers to specify, quote, design and code customer product enhancements
  • Performs programming and implementation of customer-specific enhancement requests as appropriate to be executed within the support department
  • Identifies new business opportunities with existing customers
  • Proactively develops and maintains customer relationships, visits operational sites as appropriate, benchmarks best practices and analyzes information to facilitate support effectiveness and efficiency
  • Provides periodic after hours helpline support via cellphone


Minimum Qualifications

  • Bachelor degree in Computer Science, IT, IS, MIS, or similar degree or possess equivalent experience
  • Ideally 3+ years of experience in a related field such as programming, technical customer support, or QA
  • Solid working knowledge of, or debugging experience in .NET, preferably C# (strong Java skills will also be considered)
  • Experience and practice in T-SQL (preferably MS SQL Server) with experience in writing and debugging stored procedures
  • General understanding of SQL Server 2005/2008 maintenance and basic administration
  • Knowledge of Microsoft Operating Systems
  • Excellent communication skills including the ability to relate to both high-level IT personnel and end users
  • Minimal travel involved
  • Strong problem solving skills
  • Ability to work and multi-task in a fast-paced environment


Preferred Qualifications

  • Prior technical customer support leadership experience
  • C#.NET
  • Understanding of Microsoft IIS and FTP
  • Familiarity with Microsoft Team Foundation Server

 

Location: Wexford, PA

 

Please submit cover letter, resume and salary requirements to:  resume@lucasware.com

 

Lucas Systems, Inc. 11279 Perry Highway, 4th Floor Wexford, PA 15090 www.lucasware.com

 

No phone calls or agencies please

EOE

 

 

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