Careers - STRATACACHE, A Family of Companies

Position:  Technical Support Manager
Location:  Tokyo, Japan
Job Id:  227
# of Openings:  2

About Scala, Inc.
Scala solutions deliver engaging retail experiences by connecting networks of digital signs, kiosks, mobile devices, websites and Internet-connected devices. Scala, a STRATACACHE company, provides the platform for marketers, retailers and innovators to easily create and centrally manage deployment of shopping experiences while retaining the flexibility to rapidly adapt to local business conditions and preferences of customers in the store. With 30 years of experience entertaining, informing and educating audiences, Scala is well-known for its innovation and leveraging best-of-breed technologies, such as mobile and predictive analytics, to create award-winning solutions that are easy-to-use, yet infinitely customizable. Headquartered near Philadelphia, PA, Scala’s network of partners and developers located in more than 100+ countries drives more than 750,000+ managed devices.
Technical Support Manager - Singapore
STRATACACHE Singapore is looking for a Technical Support Manager to join their operations in their APAC Head office. The successful candidate will be part of the frontline technical support team. In this role you will managing a team of highly technical engineers responsible in providing excellent service to our customers. You will also help us continually prove our value to our customers, as you troubleshoot and resolve their technical issues.
Core Responsibilities:
  •  Lead, manage and provide guidance on the day-to-day activities of the support team
  • Guide initiatives and continually develop technical team members
  • Maintain a high degree of customer satisfaction
  • Provide leadership in problem-solving, including proposing and discussing fixes, giving advice and educating customers
  • Manage customer escalations both online and by phone and at times at client site
  • Develop and administer schedules and performance requirements
  • Implement strategic change for knowledge management, customer centric support and issue problem-solving
  • Communicate with management from the sales, services, engineering, product solutions and support team when necessary to prioritise customer requests
Basic Qualifications:
  • 4-5 years relevant experience
  • Previous experience in a similar role
  • Team management experience
  • Industry knowledge is an advantage (Digital signage)
  • Excellent communication skills – both verbal and written and presentation
  • Results driven
  • Ability to manage a group of people and set business strategy and execute
  • Ability to set goals and deadlines and to manage to schedule and deadlines
  • Ability to manage multiple projects and priorities at the same time
  • Experience with MS Office tools required, including Excel, Word and PowerPoint
  • Some travel may be required
  • Ability to work in a fast paced environment
Preferred Skills:
  • Displays a positive attitude.
  • Clearly articulate ideas and thoughts verbally.
  • Accurately prepares written business correspondence that is coherent, grammatically correct, effective and professional.
  • Values clients and responds to their needs as they arise.
  • Establishes harmonious working relationships with team members.
  • Actively applies feedback received to day-to-day work and strives to improve performance.
  • Complies with all of our policies and procedures.

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