Sr. Customer Tech Support Manager (Kensington)

Date: Jan 18, 2023

Location: Lake Zurich, IL, US, 60047 West Lake Hills, TX, US, 78746

Company: accobrands

At Kensington, we pride ourselves on an entrepreneurial culture that empowers us to think creatively, share our thoughts, collaborate, and voice our opinions. It’s how we’ve innovated, inspired, led, learned, and succeeded for 40 years. Headquartered in Burlingame, California, Kensington is a division of ACCO Brands (NYSE: ACCO), one of the world’s largest designers, marketers, and manufacturers of branded academic, consumer and business products, sold in more than 100 countries across the globe.

Job Summary

The Sr. Customer Tech Support Manager is responsible for leading the technical support function for the Kensington brand – identifying, investigating, and resolving users’ challenges with Kensington hardware and software. The person in this role must have experience in the PC or PC accessory market and a firm grasp of business computing environments in a business setting or in work from home scenarios. In this role, you must also have experience leading a team of call center agents and working with outsourced service providers to provide best in class support for both business customers and consumers. You will work with global product management and region sales engineers to test, troubleshoot and resolve customer issues. The ideal candidate will have proven experience working experiences in a technical customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.

Responsibilities

  • Lead the strategy, process and policies, and execution of the technical support function for the Kensington brand.
  • Be accountable for driving industry leading customer support metrics
  • Lead team of technical support agents that field calls, chat, email, and/or other communication from customers with inquiries regarding Kensington hardware or software.
  • Be the technical expert for the Kensington product portfolio. Inform and train the technical support team of all new information related to products, procedures, and trends.
  • Guide technical support team in effective client issue resolution and handle any escalations.
  • Proactively identify and implement improvement in tech support processes to avoid negative impacts to customer satisfaction.
  • Work with other leaders across the organization to identify and resolve product or process issues that are having a negative impact on customer experience.
  • Identify emerging trends in the tech support industry.  Formulate and propose new ideas to leadership and, upon approval, drive implementation of changes.
  • Assess support statistics and prepare detailed reports on key success factors.
  • Manage vendor relationships for tech support functions ensuring KPIs are met or exceeded.
  • Partner with the vendor management team to manage the performance of technical support agents
  • Manage damage claims and warranty replacements.
  • Manage the technical support budget.

Qualifications

  • Bachelor's degree in Computer Science or related field preferred.
  • At least 12+ years of experience in customer technical support required
  • Experience leading & developing customer technical support agents.
  • Experience managing budgets and balancing resource needs with performance expectations.
  • Experience identifying, championing, and leading process improvement across multiple functions.
  • Experience summarizing results and presenting to senior leadership.
  • Proven working experience in PC technology or PC accessories.
  • Technical expertise and experience working with customers to solve complex technical issues.
  • Able to travel up to 20% (domestic and international).
  • Excellent verbal and written communication skills. 
  • Professional and pleasant telephone manner.
  • Ability to explain technical issues to technical and non-technical employees and customers.
  • Strong analytical and problem-solving skills.
  • Proficient with Microsoft Office Suite or related software.
  • Experience with Salesforce ServiceCloud as a tech support CRM solution.
  • Proficient with or the ability to quickly learn an array of computer hardware and software.

About Us:

You know our brands. You love our brands. You just may not know they are ours.

If you have touched a PowerA® gaming controller, a Five Star® notebook, a Swingline® stapler, a Quartet® dry erase board, or a Kensington® computer mouse, you have touched part of ACCO Brands Corporation. With annual revenues of over $2 Billion, ACCO Brands (NYSE: ACCO) designs, markets, manufactures and sells branded academic, consumer and business products globally. The power of our brands, our unmatched global customer reach, and our strategic market strengths put us in a position to achieve global leadership and growth. We're proud of our long history of industry leadership and innovation and are focused on delivering exceptional value to our customers by providing unique, cutting-edge, branded products.

Apply and build a successful future with ACCO Brands.

Click here to learn more about our employee benefits. 

More information about ACCO Brands, the Home of Great Brands Built by Great People, can be found at www.accobrands.com.

 

Equal Opportunity Employer

At ACCO Brands, we are committed to providing an environment of fairness and mutual respect where equal employment opportunities are available to all applicants and team members without regard to race, color, religion, age, sex, sexual orientation, gender identity, marital status, national origin, physical and mental disability, veteran status, and any other characteristic protected by applicable law. ACCO Brands believes that a diverse and inclusive work environment is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

 

AODA

Accommodation for applicants with disabilities will be provided in all parts of the recruiting process as required under the ACCO Brands Canada AODA policy.  Applicants are asked to make their needs known in advance.


Nearest Major Market: Chicago