Technical Support Manager - Dahua Technology

Who we are:

At Luminys Systems Corporation, we combined exceptional customer service with cutting-edge technology to furnish our clients with superior solutions and services. Our all-encompassing offerings feature a broad array of components, such as security systems and video management software and beyond. This dual commitment to ongoing innovation in technology along with unwavering partner support ensures we provide top-notch quality, dependability, and stability for both our direct customers and our network of resellers.

What you will be doing:

The Technical Support Manager will lead our customer support team in delivering exceptional customer service. The successful candidate will be responsible for overseeing the day-to-day operations of the support center, managing a team of support agents, and ensuring the timely resolution of customer issues. Candidates will be highly experienced in providing excellent customer service and problem escalation/resolution.

What your primary responsibilities will be:

• Oversee the daily operations of the technical support team, including resource allocation, training, budget planning, performance management, and workload management to ensure timely issue resolution.
• Management of Tier 1 & Tier 2 Technical Support Team located in North America and overseas.
• Understand client requirements thoroughly and offer appropriate solutions, including presenting proposals and providing supporting technical documentation.
• Collaborate with cross-functional teams to identify and implement strategies to enhance the overall customer experience and drive customer loyalty.
• Lead team in creating/maintaining knowledge base/how to/instruction for the product
• Continuously review and improve support processes to enhance efficiency, effectiveness, and customer satisfaction.
• Cooperate with sales staff, analysis of the practical needs of customers, produce a complete project plan.
• Maintains quality service by establishing and enforcing organization standards.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Other duties as assigned.

What you will need:

• 5+ years of experience in CCTV/video security equipment industry
• Bachelor’s degree in computer programming, audio/visual or related field
• Excellent technical experience of higher-end CCTV, Access Control systems, and other security equipment
• Proven ability to resolve customer problems, complaints and issues utilizing appropriate internal and external resources
• Strong leadership, team management, and interpersonal skills
• Excellent problem-solving abilities and a customer-centric mindset
• Excellent written and verbal communication skills

Physical Demands:

• Must be able to remain in a stationary position 50% of the time if needed
• May be required to stand for long periods of time
• Constantly operates a computer and possibly other work related machinery
• Frequent, continual, intermittent flexing, or rotation of the wrist(s) and spine including repetitive motions
• Constantly receiving detailed information through oral communication
• Constant talking, expressing, or exchanging ideas by means of verbal communication
• Constant clarity of vision at near and/or far distances
• May be exposed to outdoor weather conditions and noise levels

Why do you want to work for us?

We are proud of what we do and who we are. At Luminys, you will be surrounded by a team that is dedicated, bright, and enthusiastic about both technology and security solutions. We are always trying to find new ways to improve our methodology, our operations, and raising the bar in our industry. We are a culture built on taking care of each other, our customers, and above all else – offering a solution that works for all.

In addition, we offer the below benefits:

• We offer full benefits (medical, dental, vision, life insurance) to make sure you take care of yourself and your family
• A retirement contribution plan to make sure your future is taken care of
• Parental leave when you have a new baby because let’s be honest, we all need some extra sleep and cuddle time with a newborn
• Paid Time Off to spend a day at Disneyland, sip cocktails by the beach, or maybe even just veg out in front of the TV
• Paid Holidays because we believe in celebrating the important milestones in our country (plus some added time off to hang with loved ones or rest)
• An overly excited (but well-intentioned) HR Manager who will welcome you to the team with open arms