Sustainability that means business
Who we are:
Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, the USA, and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.
What we do:
Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.
Our people
AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.
The position of Technical Support Manager for AMCS Transport Technology centres on leading a team that provides technical support for cloud-based solutions used in waste management and route optimization. This role is based at the Limerick headquarters and involves ensuring high-quality service delivery aligned with business goals and service level agreements.
Job Responsibilities
The Technical Support Manager is tasked with leading the platform and technical support teams, including training and mentoring staff. Key responsibilities include:
Assigning and prioritizing support tickets based on urgency and business impact.
Ensuring cases meet quality standards and adhere to Service Level Agreements.
Monitoring compliance with global Key Performance Indicators (KPIs) for the platform product.
Driving technical excellence and expertise within the team.
Collaborating with Product, Development, and DevOps teams to implement improvements.
Managing support metrics, best practices, and knowledge-based content to deliver exceptional support.
Taking ownership of customer issues and ensuring their resolution.
Optimizing processes in coordination with other departments and continuously improving using lean methodologies .
Candidate Profile
The ideal candidate should hold a degree in business or an IT-related discipline and have experience with Windows-based and mobile applications. Important personal attributes include being proactive, positive, and a self-starter with a passion for process improvement. The candidate must be dedicated to achieving customers’ business goals and capable of prioritizing customer needs while escalating issues appropriately.
Additional qualifications and skills include:
Ability to work independently and collaboratively within a team.
Excellent oral and written communication skills tailored to both technical and non-technical audiences.
Strong interpersonal skills for managing relationships at all organizational levels internally and externally.
Capability to communicate complex issues effectively and adapt messages for different audiences.
Experience in the waste management industry is considered an advantage .
This summary encapsulates the core responsibilities and candidate requirements for the Technical Support Manager role within AMCS Transport Technology, emphasizing leadership, technical expertise, customer focus, and continuous improvement in support services.