Technical Support Manager (m/f/d)

Who we are:

Brady makes products that make the world a safer and more productive place. We are a global leader in safety, identification and compliance solutions for a diverse range of workplaces. From the depths of the ocean to outer space, from the factory floor to the delivery room - we’re just about everywhere you look. Companies around the world trust Brady because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities.

We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2023, Brady employed approximately 5,600 people worldwide. Our fiscal 2023 sales were approximately $1.33 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at www.bradycorp.com.

Why work at Brady:

A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth.

Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you’ll feel connected to the community through our charitable contributions and opportunities to give back.

Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world.

What we need:

Brady is seeking a Technical Support Manager to lead the Enterprise Mobility Technical Support team. In this role, you will be responsible for creating exceptional customer experience by ensuring the effective use of people, processes, and tools across Technical Support operations.

You will work closely with business leaders and cross-functional teams to drive operational excellence, support strategic initiatives, and promote continuous improvement across the support organization.

What you'll be doing:

• Lead Technical Support operations and maintain key performance indicators (KPIs) in line with business objectives
• Serve as the primary Technical Support contact for assigned business groups and collaborate across functions to support business goals
• Define and maintain appropriate team capacity and resource utilization to meet customer and operational requirements
• Ensure key milestones and deliverables are achieved while driving successful business outcomes
• Proactively identify opportunities and risks and implement solutions that support short- and long-term Technical Support objectives
• Support the implementation and ongoing maintenance of continuous improvement practices within the team
• Drive adoption of support platforms and digital self-service tools
• Support initiatives that improve customer experience through standardization, process optimization, and digitalization
• Promote world-class customer communication by developing strong technical and customer support capabilities across the team
• Foster a customer-focused culture and contribute to delivering exceptional customer experiences
• Conduct performance reviews and support employee development through coaching and feedback
• Manage workforce planning and ensure appropriate team coverage to support business needs

How Brady will support your success:

• On-the-job training and opportunities to cross train in other departments or with other equipment
• Opportunity to participate actively in gain sharing by helping to meet business goals
• Additional training or certifications including certification to operate lift trucks

What you'll need to be successful:

Required Qualifications

• Bachelor's degree in a technical field or an equivalent combination of education, relevant experience, and industry-recognized certification
• Minimum 5 years of experience in a Technical Support environment
• Minimum 5 years of people management experience
• Strong knowledge of Knowledge Management and best practices
• Experience applying to Call Center and Customer Support best practices
• Experience with tools such as Power BI, Tableau, ServiceNow, Salesforce, or similar business applications
• Excellent English communication skills, both written and verba
• Good understanding of computer systems, electronic devices, and operating systems including Windows-based platforms

Preferred Qualifications

• Experience supporting mobile devices across major platforms including iOS, Android, and Microsoft operating systems
• Proven ability to lead teams, drive results, and solve complex business and customer challenges
• Strong analytical, planning, and organizational skills
• Ability to manage multiple priorities while maintaining a focus on customer satisfaction
• Excellent presentation, communication, and relationship-building skills
• Experience in creating clear, high-quality documentation and knowledge resources
• Passion for continuous improvement and learning

Benefits:

• Complete insurance coverage starting on first day of employment – medical, dental, vision, life
• 401(k) with company match
• Tuition reimbursement
• Bonus opportunity
• Vacation and Holiday pay

All your information will be kept confidential according to EEO guidelines.