Technical Support Manager

We are looking for a motivated individual to manage technical customer support services.  This person is essential to ensuring a smooth customer experience from first use to operational integration and secondary sales. High customer satisfaction is a company-wide commitment. All company resources are at your disposal to help you succeed. The person in the role will work from our headquarters in New Hampshire.

Key Responsibilities:

White Glove Customer Service

  • Account management, primary point of contact for customers

  • Diagnose and resolve hardware, software and application issues through timely phone, video, email support.

  • Facilitate proactive (outbound) customer communications

  • Facilitate reactive (inbound) customer support communications

  • Solicit consumables sales

  • Manage and execute customer-facing details of updates, calibrations, hardware upgrades and returns

  • Track customer account details between engineering, sales and finance

  • Effectively motivate stakeholders and contributors from other departments

Relationships

  • Build and maintain strong, long-lasting customer relationships

  • Work with customers to understand their business needs and objectives

  • Effectively communicate value propositions

  • Maintain customer focus. Advocate for the customer, and also effectively represent Orange Photonics in case escalation and other difficult customer situations.

Documentation, content and tools

  • Capture quality and customer satisfaction issues in Salesforce and proprietary system.

  • Measure changes in operational and customer satisfaction goals

  • Establish strategy and implement processes for service and support of new products

  • Support cross-functional efforts to develop and improve product, process, training, documentation and/or communication

  • Maintain internal and customer facing content for technical sales support, troubleshooting, installation and training

  • Lead cross-functional efforts to develop and improve product, process, training, documentation and/or communication

Skill & qualifications

The ideal candidate has a technical and customer service background.

  • BA/BS technical degree

  • Experience in a similar role preferred

  • Self-starter, highly motivated and self-managing

  • Proven ability to articulate the distinct aspects of products and services

  • Strong problem-solving skills. Demonstrated ability to drive to root cause and countermeasure complex technical, organizational and operational problems

  • Excellent listening, verbal and written communications skills

  • Must work from the New Hampshire office.

About Orange Photonics
We are a New London, New Hampshire based startup with a great team and plans for continued growth. Our cutting edge analytical technology offers quality control data to companies within the rapidly evolving cannabis industry. We offer a robust benefits package which includes health coverage, dental coverage, paid time off and equity participation to eligible employees. If you work for Orange Photonics you will have the opportunity to impact product offerings, customer satisfaction and company infrastructure development. Apply today by emailing careers@orangephotonics.com.