User Support Team Lead

What you will do

Under general direction, manages day to day activities of the team. Coaches and provides constructive feedback to team members to help them achieve their goals. Complies with company policies, best practices and standard operating procedures to facilitate performance that exceeds customer expectations. Participates in driving productivity, profitability and customer satisfaction for SSNA Branches, North America. Follows established procedures in the support of the SSNA Operations Toolsets and Business Processes. Subject Matter Expert who will assist Branches by handling 2nd level escalated support requests requiring research, analysis, and documentation of complex business systems problems. Prioritizes and expedites issues to ensure accurate and timely resolution.

How you will do it

• Acts as a team role model and leader for the SSNA User Support Team. Assists and mentors User Support team on new procedures and systems.
• Works with the User Support Manager to identify, develop and provide specialized training for the User Support Analysts and Associate Analysts, as directed.
• Maintains high ethical standards in day-to-day operational practices.
• Assists the team with day to day production problems, and customer escalations.
• Recommends ideas to enhance existing workflow processes. Assists with change management training and champions the documentation of procedures and processes.
• Assists management in meetings as requested to provide additional perspectives on issues.
• Assists in routine reporting and tracking to exceed customer expectations.
• Assists in maintaining team motivation and morale through continuous feedback, positive reinforcement and encouragement. Encourages associates to achieve their potential. Assists or coaches team members with respect to developing successful customer relationships for both internal and external customers.
• Provides feedback to Supervisor and assists in development, mentoring and cross-training.
• Assists User Support management in carrying out complex and unique tasks, making judgment calls and decisions impacting key processes that have a significant effect the success of the User Support team.
• Has the ability to coordinate a specific, complex process or lead a team. Assists in coordination of special projects.
• Communicates (written and verbal) processes and procedures within the team and with external and internal customers including those at a management level. Works effectively with other JCI departments. Provides support or training to internal customers on policies and web tools.
• Works with North America SSNA Business Operations and other JCI teams in a team environment, working towards common, strategic goals.
• Works with SSNA Business Operations team members in the support of SSNA business operations tools and business processes.
• Provide direct support to SSNA Field Organization, through the creation and resolution of BE-SSNA Support Requests.
• Leads User Support team in the development of new tools and processes to aid in the day-to-day operations of the User Support team.
• Works to achieve timely contact, appropriate communication and follow up with field personnel to resolve issues. Takes direction from SSNA Business Operations team members in responding to the North America Field organization.
• Through on-going analysis, identifies trends and proposes long-term, strategic corrective action by providing input to BE Operations team and software programmers.
• Provides supporting documentation in a timely manner.
• Maintains documentation in shared filing system.
• Assists with development or delivery of training material for the BE-SSNA Operations programs.
• Follows established procedures and guidelines.
• Responsible for the promotion of and adherence to JCI's safety policies.
• Performs other related duties as assigned.

What we look for

Required

• Bachelor degree preferred or equivalent experience with a minimum of five years' experience in User Support role.
• Extensive knowledge and understanding of the integration of JCI automated systems and processes.
• Exhibits strong verbal and written communication skills, and must have excellent customer relations and leadership skills