Manager Tech Support Installations
Job Description
The Manager, Installation is a critical leadership position responsible for overseeing the daily operations of our Technical Specialist (TS) team. This team is the backbone of our data integrity, tasked with the remote installation and maintenance of Nielsen panel homes.
In this role, you will manage logistics, schedules, and project timelines to ensure the seamless delivery of accurate audience data. As a direct line manager, you will be the driving force behind team productivity, coaching associates to navigate technical challenges while maintaining high levels of panelist cooperation.
Key Responsibilities
Team Leadership & Performance
• Daily Supervision: Lead the daily activities of Technical Specialists, ensuring all remote installations and maintenance tasks align with company policy.
• Coaching & Development: Set clear priorities and provide ongoing coaching to help associates meet deadlines and effectively educate Nielsen families on equipment usage.
• Workflow Coordination: Collaborate with other supervisors to manage team volume and ensure proactive productivity during downtime.
Operational Excellence
• Project Oversight: Manage installation logistics and schedules, ensuring the team efficiently handles inbound and outbound calls.
• Technical Problem Solving: Identify and resolve procedural or technical hurdles; assist the team in troubleshooting complex remote data/equipment issues.
• Sample Integrity: Ensure all work activities protect the integrity of the Nielsen sample through meticulous maintenance and troubleshooting.
Communication & Diplomacy
• Stakeholder Engagement: Exchange information with cross-functional teams to improve operational efficiency.
• Conflict Resolution: Use tact and diplomacy to address sensitive issues with both staff and Nielsen panelists.
Requirements
Department: Operations
Function: General Business
Experience Level: Not Applicable