PURPOSE This position will be responsible for the 24x7 day-to-day operations of the Customer Support Team located at Hyundai Motor Manufacturing Montgomery, Alabama and Kia Motor Manufacturing of West Point, Georgia. The Customer Support Manager will own the day-to-day management, monitoring, and provisioning of the physical infrastructure used to deliver IS applications and services. The Customer Support Manager will also work closely with the Integrated Data Center and Manufacturing Execution Systems (MES) teams on the delivery, security, and compliance of customer focused solutions and processes.
ESSENTIAL FUNCTIONS Leadership and Communications (50%)
Provide leadership to a team of customer support employees in the delivery of IT services
Host weekly staff meetings
Write and deliver performance reviews for staff
Recruit and train team members to ensure appropriate staffing levels
Adhere to division/department policies and establish work procedure
Collaborate with Automotive Manufacturing teams to deliver the highest level of operational efficiency and effectiveness possible
Identify synergies and process standardization opportunities across customer support teams
Foster an environment of trust and respect between team members, management, other teams and customers
Recruit/Retain qualified staff; develop and mentor existing team members to be future leaders
Technical Leadership (25%)
Lead/Manage the teams (Helpdesk, Network, Windows Systems) that comprise the Customer Support Section
Ensure systems are highly available, secure, manageable, and lowest cost to operate
Ensure teams are highly supportive and responsive to the needs of other teams and customers
Support users, help desk personnel, other administrators, developers, and management as required
Develop, test, and analyze new technical solutions to problems and information requests in cooperation with other teams
Provide all aspects of user account management and authentication troubleshooting
Adhere to naming standards and labeling of all assets
Provide training to Jr level technicians and Helpdesk personnel
Project & Asset Management (25%)
Manage a large portfolio of projects, tasks, issues and systems
Manage projects from initial requirement stage on through completion stage, ensuring appropriate documentation and financial accounting is completed for each project
Conduct/Lead formal meetings with teams and other business units
Ensure IT assets are tracked and managed with a bi-annual reporting to the Finance Department
Maintain an IT asset tracking application/database to monitor PC asset availability
SCOPE
Supervisory Responsibility
Performs direct management of Customer Support Section team members who operate within specialized teams. Project management, team work, team morale, proper delegation and change management are key concerns. Ensuring priorities, policy and procedures are followed are essential responsibilities.
Decision Making/Discretion
This position is responsible for ensuring the reliable and secure operation of critical infrastructure and customer support and has decision making authority to achieve those objectives. Errors in judgment can result in the complete shutdown of multiple manufacturing areas. Frequent application and analysis of existing priorities, policies and procedures is required. The ability to multitask and continuously evaluate risk is essential. New policies must be created and maintain consistency with existing philosophy of operations. Describe the level of independent judgment this position is expected to exercise in the decision-making process on critical issues, problem identification, problem solving, employee evaluation, hiring, etc. REQUIREMENTS • Candidate should possess a Bachelor’s Degree in a related field or equivalent experience
5+ years of management experience with strong project management skills
10+ years of experience in the areas of Networks, Telephone systems, Helpdesk operations and Windows Server systems.
Must excel at verbal/written communications and be comfortable in front of large groups.
Candidate must possess a broad knowledge of current and emerging technologies, to include Windows operating system and active directory technologies.
CERITIFICATIONS (Required/Preferred)
Cisco CCNA, Microsoft MCSE Productivity or M365, or certifications - Preferred
