Skyline Technology Solutions

• Day-to-day oversight and management of the remote service technicians • Hire, onboard, develop, and retain technical resources • Performance management: regular 1-on-1s, coaching, performance reviews, and corrective action plans • Career development: create clear progression paths for remote service technicians • Team culture: build a collaborative, customer-focused, technically excellent environment • Scheduling and capacity management • Manage the incoming service request queue and ensure timely response • Monitor ticket aging and take action to prevent SLA breaches • Escalation management for complex technical issues or customer situations • Serve as a technical resource for complex troubleshooting • Identifying recurring issues through trend analysis and pattern recognition • Lead root cause analysis investigations • Track problems through to resolution and validate effectiveness