Technical Support Team Lead Job in Mouser Electronics

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS Managing the day-to-day activities of the team. Maintaining the team schedule and calendar and coordinating all training activities for the team members. Helps resolve product issues or unresolved technical problems that have been escalated to management. Manages and plans staff levels and schedules to ensure adequate customer support coverage. Ensures training programs, tools, and materials are developed and maintained. Trains, coaches, and evaluates the Tech Team and their activities to ensure best-in-class customer service. Coaches and provides detailed guidance to team members. Reviews the performance of team members for quality and works to ensure team members provide excellent customer service. Interacts and communicates effectively with internal groups including Customer Service and Products as well as external business contacts of various cultures. Coordinates quotes and technical support requests with Customer Service, Products, and customers. Ensures compliance with SOPs by team members. Coordinates product training for the customer service teams. Coordinates with cross-functional teams such as Marketing and Products to coordinate sales and product support activities. Attends and contributes to supplier, customer, and company meetings. Participates in technical training, conferences, and trade shows. Assists senior management with the development of result-oriented customer service and business development strategies. Flexible to meet the changing needs of the business and willing to take on new responsibilities and assignments. Develops and maintains a productive work teams by hiring qualified personnel, training, and managing performance. Manages teams with integrity, ethical business practices, and in accordance with Mouser policies, procedures, and practices. Customarily and regularly directs the work of two or more full-time employees or their equivalent. Makes suggestions and recommendation for these employees regarding performance, including hiring, transfer, advancement, and termination. Manages daily operations to meet department and company objectives. Works with minimum supervision and makes independent judgments. Flexible to meet the changing needs of the business and willingness to take on new responsibilities and assignments. Initiates, establishes and maintains highly effective relationships with internal and external business contacts of various cultures, and at all levels. Extremely confidential and trustworthy. Demonstrates knowledge, experience and understanding of critical job functions of the team. Assists management with development of results-oriented strategies. Regular attendance at work is an essential part of the job. SKILLS & CERTIFICATIONS Profound knowledge in analyzing and interpreting scientific and technical content. Extensive experience in design, product development, product testing, and customer support. Strong project management and time management skills. Excellent interpersonal and presentation skills. Able to communicate with people at all levels. Professional verbal and written communication skills in English and the local language, additional languages are a plus. First leadership experience would be helpful. Flexible to meet the changing needs of the business and ability to take on new responsibilities and assignments; ability to deal with multiple priorities in a fast-paced, deadline-oriented environment. PC experience in a Microsoft Windows environment, proficient with internet e-mail, Microsoft Word, Excel, PowerPoint, Outlook, and other software. Experience with e-commerce. EDUCATION & EXPERIENCE Bachelor s Degree in any field, or minimum of 3 years prior work experience that is relevant to the team you will supervise. Including: Internal candidates: Minimum 1 year as a highly performing Lead/Coordinator or a total of 2 years as a highly performing Mouser employee. External candidates: Minimum 2 years as a supervisor or higher-level management position.