Job Description:  The System Support Group (SSG) Manager oversees the System Support Group (SSG) department and is responsible for the department's performance as they:  1) Receive and handle all incoming customer support communications (email & phone) related to System (D-21, etc.) Support; 2) Own and drive customer support issues to resolution; 3) Administer and conduct Monaco training seminars; 5) Support Software and Hardware Engineering departments in product development and maintenance / support; 6) Perform System installation services of Monaco products / systems at customer sites; 7) Support the customer quoting and proposal processes as needed.  The incumbent will also be a Safety Champion at Monaco and actively support the company's Field Safety Program.

Essential Duties:

Embrace and model Monaco's Vision, especially as it pertains to a Partnership Approach and a Focus on Quality.

Report to Monaco's CEO but accountable to other Monaco department heads.

Lead a team of SSG Technicians as they:

(15%) Receive and handle incoming customer support communications and issues. The Manager will:

• Understand and champion Monaco's commitment to customer service. Consistently find ways to improve and train customer service.
• Ensure superior customer service expectations are met in terms of responsiveness, timeliness, accuracy, effective and appropriate communication, relationship building, managing customer expectations, etc.
• Consistently train and mentor senior and junior technicians in order to improve their customer service skills and capabilities.
• In cooperation with the CEO, devise appropriate and effective customer service-oriented metrics and performance indicators.
• Be responsible for meeting customer service-oriented goals and objectives.

(25%) Own customer support issues and drive them to resolution. The Manager will:

• Ensure all customer queries are received, acknowledged, worked, tracked and resolved in a timely manner.
• Ensure individual SSG technician ownership of each customer support issue / ticket. Hold individual technicians accountable for resolution of customer support issues.  Foster a culture of "ownership" of customer issues.
• Master and optimize (as appropriate) the customer support processes in order to maximize customer satisfaction while taking advantage of efficiencies and reducing unnecessary time and effort.
• Maintain full visibility and management of the customer support pipeline in order to drive the resolution of customer support issues in a way that exceeds customer expectations.
• Use and train on Monaco's systems and related tools to manage the support functions.
• Gain an understanding and ability to know which critical or important support issues should be elevated to the Company's management team's attention and personally drive resolution of those if needed.

(5%) Administer and carry out Monaco training seminars. The Manager will:

• Oversee and coordinate the efforts of the personnel involved in planning, administering and teaching the D-21 training seminars.
• Provide the long term planning and scheduling of seminars.
• Coordinate the scheduling of ad hoc seminars that are requested by or sold to customers.
• Ensure Monaco training seminars continue their relevance and meet customer and Monaco needs.

(5%) Support Software and Hardware Engineering departments as they perform product development and product maintenance functions. The Manager will:

Ensure a cooperative, collaborative and effective working relationship exists between department personnel and management.

Ensure the appropriate degree of customer advocacy is in place so that customer perspective is considered & accounted for and customer expectations are met.