Technical Support Lead
Stanley Black & Decker, Inc. - Marietta, GA

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About Us Stanley Black & Decker Corporation is the largest tool manufacturer in the world. Our industrial businesses serve customers whose primary market drivers are automotive repair and industrial production. We cover military, mining, transit, agriculture, energy, aviation, and manufacturing, to start. Our industrial tool businesses build the tools that build your world. We are capable of bringing the strength of the world’s largest tool company to provide multi-platform solutions to the industrial and automotive repair industry.
We believe we can make this happen and we would like you to be a part of our mission. As a global leader, Stanley Black & Decker can bring together the best in science, technology, business and human resources to continue to grow and succeed in our market.
Position Summary We are currently seeking an exceptional and process-driven Technical Support Engineer to lead team of experienced and professionals. The team lead will maintain policies, procedures, train and supervise the team to assure adherence to company service level goals and customer satisfaction. The lead also be required to be actively involved in escalations and must have strong troubleshooting skills. Possesses thorough understanding of the organization's products and services, this position will report to the Technical Support Manager.
Essential Job Functions • Maintain policies, procedures and documentation related to support • Adhere to organizational goals o response time o resolution time o first level resolution • Support the testing and deployment of new products, configure and deploy all solution. • Responsible to technical support engineers continue education, self-learning and training. • Supervise and manage the day-to-day technical support duties. Train and instruct support engineer(s) in job duties and company policies • Perform research and analysis and recommend next steps to resolve customer issues • Function as the primary customer contact for escalated issues. Point of escalation for complex issues: know how to handle and continue troubleshooting when issues are escalated. • Directly oversee the 24/7/365 management, monitoring and support • Follow up with customers when customer satisfaction issues is raised • Occasional travel to customer sites to perform on-site troubleshooting, upgrades, etc. • Reports to Support Center Manager • Other tasks and duties as assigned
Essential Skills & Experience • 2 years of experience leading support team • 2 years of experience in as a Network Support Engineer. • 2 years hands-on experience with Linux and/or Windows OS. • Hands on experience with Information Technology (IT) • Hands on experience with operating systems: Windows Server 2003 or 2008, Linux • Hands-on experience with IIS or client-server application • Network troubleshooting and analytical skills • Knowledge of Web protocols (e.g., HTTP, ASP, XML, etc.). • Thorough knowledge of networking essentials. Knowledge with TCP/IP-based networking. • Ability to multitask, work independently, manage own daily schedule and prioritize activities. • Excellent communication and interpersonal skills • Ability to work in high-pressure and fast paced environment • Strong writing and interpersonal skills. • A BIG plus: Experience with Cisco wireless hardware, Wireless Control System (WCS) and Mobility Services Engine (MSE) • A BIG plus: Hands-on experience working with SQL / Oracle DB • Bachelor degree or formal education that is relevant to the job
Nonessential/Preferred Education, Skills & Experience • Obtained any OS certification • Obtained any network certification
Stanley Black & Decker offers its employees a competitive salary and a comprehensive benefits plan that includes medical, dental, life, disability, 401k, retirement savings, ESPP, vacation, paid holidays, and more! Only those candidates who are currently eligible to work in the US will be considered for the opportunity. Stanley Black & Decker is proud to be an Equal Opportunity Employer.