Lucas Systems, Inc. is the fastest-growing provider of voice-directed logistics solutions that help retailers, wholesale distributors, and manufacturers improve warehouse operations. Since 2008 our revenues have grown more than 50 percent, as we have added new marquee customers, created partnerships with leading supply chain and warehouse management system providers, and established an international presence in Europe and the Pacific Rim.
Our software solution, Jennifer™ VoicePlus, provides a rapid return-on-investment for our customers by helping workers do their jobs more efficiently and accurately using real-time voice-recognition software running on mobile, industrial computers. Jennifer is used by Fortune 50 companies like Kraft Nabisco, Caterpillar and Cardinal Health, large private distributors like C&S Wholesale Grocers and Republic National Distributing Company, and a range of other leading retailers (CVS, Victoria’s Secret, Office Max, Do It Best), manufacturers (Tastykake, Rust-Oleum) and distributors across industries
Lucas is a unique organization, offering the dynamic, collaborative, and innovative working environment of a smaller company, but with the financial stability and industry presence typically associated with larger firms. This year, we celebrated fourteen consecutive years of profitability since our founding in 1998 and achieved significant revenue growth. This rapid growth continues to create opportunities for both personal and professional growth for high performing individuals.
Lucas Systems, Inc. is currently looking for a Customer Support Manager. The Customer Support Manager holds an important leadership role within the organization with multi-million dollar P&L responsibility. This position will interact with external customers, from end users to senior executives, along with a number of internal business units, including Project Management, Product Management, Engineering, and Sales.
Position Description
- Oversees Lucas’ 24/7/365 software support department providing post-implementation customer support by addressing production outage issues, detecting and diagnosing problems, offering technical advice and disseminating information to customers and staff.
- This department is a multi-million dollar department and the manager will have direct P&L responsibility, reporting to the COO.
- Supervises and monitors results of the software support group to ensure customer service satisfaction levels are achieved and support process compliance is met in accordance with established policies and procedures
- Strives to improve software support quality by suggesting and implementing changes when necessary
- A key and vital source of new product ideas by soliciting feedback from customer base and providing input to product group on new features and functionality
- Provides feedback to professional services group on training best practices
- Trains and mentors support engineer staff to maintain high-quality technical support standards coupled with overseeing the professional and career development of those engineers
- Manages the programming and implementation of customer-specific enhancement and modification requests as appropriate to be executed within the support department
- Identifies new business opportunities with existing customers
- Proactively develops and maintains customer relationships, visits operational sites as appropriate, benchmarks best practices and analyzes information to facilitate support effectiveness and efficiency.
Minimum Qualifications
- BS in IT, IS, MIS, or similar or possess equivalent experience
- 5+ years of experience in a related field such as programming, technical customer support, or QA
- Experience and practice in T-SQL (preferably MS SQL Server) with experience in writing and debugging stored procedures
- General understanding of SQL Server 2005/2008 maintenance and basic administration
- Knowledge of Microsoft Operating Systems
- Excellent communication skills including the ability to relate to both high-level IT and operations managers and executives and end users
- Ability to travel 10% -15%
- Strong problem solving skills
- Ability to work and multi-task in a fast-paced environment
Preferred Qualifications
- P&L center management responsibility
- Prior technical customer support management experience
- Working knowledge of or debugging experience in C#.NET
- Understanding of Microsoft IIS and FTP
- Familiarity with Microsoft Team Foundation Server
Location: Wexford, PA
Please submit cover letter, resume and salary requirements to:
Lucas Systems, Inc.
11279 Perry Highway, 4th Floor
Wexford, PA 15090www.lucasware.com
Or email to:resume@lucasware.com
No phone calls please.
