Technical Support Team Lead

Job Overview

The Customer Support Team Lead ("CSTL") works with up to four premier customers ("Client") to provide unparalleled support and assistance on software issues. The CSTL will be given the time to fully research issues and explore durable resolution on all open tickets. This is a great opportunity for someone looking to bring a system to perfect. In that sense, it's as much a continuous improvement role as it is a support role. The CSTL will work closely will both TAL internal resources and the Client team to make their system a model for best practices and innovative solutions.

General Job Duties

• Conduct regular team meetings to communicate updates, set expectations, and address concerns.
• Monitor and evaluate team performance using key performance indicators (KPIs) and service metrics.
• Conduct performance appraisals and manage performance improvement plans when necessary.
• Handle escalated customer inquiries and complaints promptly and professionally.
• Collaborate with cross-functional teams to streamline workflows and resolve systemic issues.
• Organize onboarding and training programs for new team members.
• Prepare and present regular reports on team performance, customer feedback, and support metrics.
• Collect and analyze customer feedback to identify trends and areas for improvement.
• Act as an advocate for customers, ensuring their needs are communicated and addressed.
• Act as a point of contact between the customer support team and other stakeholders.
• Work with Client on short- and long- term plans/strategies for system durability and 100% uptime.
• Manage all TAL Software Solutions tickets from posting to resolution and RCA where required.
• Troubleshoot root cause of database, PC, and server issues.
• Communicate as needed with TAL Software Solutions Customer Support and Development.
• Own all Client change management per standards for Exacta software bug fixes and promotes.
• Test and request internal TAL Software resources as needed for software testing of any changes and fixes to Exacta.
• Work with Client to make sure that valid testing has been completed and verified.
• Schedule time to install approved changes into production.
• Install/fix/update software and drivers for printers used by the Exacta Suite.
• Provide onsite hyper care as needed following system changes.
• Track and thoroughly document all customer issues in our ticketing system.
• Ensure team compliance of all release policies and procedures.

Superior Performance Objectives

• Meet all requirements of the Customer Support Service contract.
• Achieve a perfect NPS Score for all teams customers both via CSAT and Corporate Survey.
• Ensure all team members participate in ongoing education to enhance their skills and service delivery.
• Engage customers proactively to educate them about products and gather feedback.
• Regularly exceed set objectives for the team, demonstrating a commitment to high performance.
• Develop and execute effective contingency plans that keep customer support running smoothly during unexpected events.
• Manage, test, deploy, and support all Client system changes.
• Maintain warehouse configuration of products, locations, zones, etc. within the both the Production and Test environments.
• Track issues found in testing in TFS with work items following existing processes.
• Work closely with Client team to identify/fix bugs and seek opportunities for continuous improvement.
• Assist the QA group in their efforts as needed to develop test plans and perform testing.
• Ensure all bug fixes, CNAs, etc. adhere to the software development process lifecycle (SPLC).

Travel Requirements:

• 20% overnight travel (Travel expenses paid by Toyota Automated Logistics)

Requirements

• Bachelor of Science, Bachelor's degree in Business or Computer Science.
• Strong analytical skills
• Ability to write and understand complex SQL queries.
• Ability to read and troubleshoot SSRS Reports, Stored Procedures and Triggers.
• Tenacious problem solver (business and technical)
• Excellent verbal and written communication skills
• Enjoys working in the software development and automation technology field
• Willingness to travel occasionally for customer meetings or escalations, if required.
• Strong sense of customer service
• Willing to be on call during customers' peak season
• Team player
• Must be eligible to work in the USA long term without sponsorship.
• Minimum three years supporting Exacta as an escalation resource.
• Minimum 1-2 years of experience in a supervisory or team lead role within a customer support environment.
• Proven ability to lead, motivate and develop a high-performing team.
• Ability to work flexible hours to address urgent customer issues as needed.
• Willingness to travel occasionally for customer meetings or escalations, if required.

About Toyota Automated Logistics:

Toyota Automated Logistics is your global partner for integrated warehouse automation. Our team combines the talents of Bastian Solutions, Vanderlande’s warehousing business and viastore under one brand to deliver scalable systems, intelligent software and life-cycle services.

In addition to exciting work at a growing company, we offer the following benefits:

• Health, Dental, and Vision Insurance
• 401(k) Retirement Plan with a company match
• Vacation/Holiday Pay
• Paid Volunteer time off
• Tuition Reimbursement
• Professional Associations, Conferences and Subscriptions
• Company Meetings & Events

Toyota Automated Logistics does not work with outside recruiting agencies. No solicitation phone calls please.