The Technical Support Manager position will form part of the Customer Service & Product Support Department and report to the Departmental Director. The Technical Support Manager is required to notify the Product Support Director of any technical support situation that is escalating and potentially may damage the relationship between the customer and ICG.
Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Supervise ICG’s team of Technical Support Engineers
• Assign and track Technical Support tasks.
• Action support activity originating through the general ICG Technical Support email address.
• Action field based support, as required.
• Action Customer follow-up with regard to custom product configurations prior to delivery of new, production level units.
• Daily and weekly review of all ongoing service requests with Technical Support team.
• Monthly review of Support activity with Departmental Director and Customer Support Administrative Assistant.
• Advise on integration projects based upon customer requirements. Such requirements will be assigned by the Director as necessary. The Technical Support Manager may be required to assist with integration and engineering tasks.
• Advise on Customer training requests. Such requests will be assigned by the Director as necessary. The Technical Support Manager may be required to assist with the development of training materials and training delivery.
• Create schedule for and supervise after-hours support program to ensure that reaction to Customer requests is appropriate 24/7.
• Action Customer Support Assistant, as required, for support requests that require Inter-departmental follow up.

QUALIFICATIONS & REQUIREMENTS:

• Previous supervisory experience in a Technical Support environment.
• A solid background in electronics and electrical principles is required.
• Knowledge of Aircraft Avionics and Satellite communications systems is desired.
• Good communication skills to allow for effective employee and customer interaction in both verbal and written form.
• Must be a self-starter that can work with a minimum of supervision and have the ability to work with and gain the respect of their subordinates.
• Hold current passport. Domestic and international travel may be required from time to time. Travel may be at short notice and may include weekends and/or holidays.
• Must be detail oriented.
• Ability to organize and fulfill multiple duties.
• Ability to articulate problems and work with other departments to accomplish problem resolution.

EDUCATION and/or EXPERIENCE

• Bachelor’s degree or equivalent experience in an Electronics, Electrical or Communications discipline required.

Competitive pay and benefits! An Equal Opportunity Employer.