Manager / Technical Lead - Software Services

To support our significant growth, Lucas is currently seeking an additional Manager/Technical Lead for our expanding Software Services Team. The Manager/Technical Lead holds an important leadership role within the organization. This position interacts with a number of business units, including Project Management, Product Management, Engineering, and Sales.

Position Description

• Oversees Lucas’ 24/7/365 software services 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.
• Provides guidance to team members responsible for 1st line troubleshooting.
• Provides assistance to on-call staff members as required.
• Leads software services group to ensure customer satisfaction is achieved; results are monitored; and process compliance is met in accordance with established policies and procedures.
• Strives to improve software quality by suggesting and implementing changes when necessary.
• Solicits feedback from customer base and provides input to product group on new features and functionality.
• Provides feedback to other associates regarding training best practices.
• Trains and mentors department staff to maintain high-quality software standards.
• Works with customers to specify, quote, design and code customer product enhancements.
• Performs programming and implementation of customer-specific enhancement requests as appropriate to be executed within the software services department.
• Identifies new business opportunities within existing customers.
• Proactively develops and maintains customer relationships, visits operational sites as appropriate, benchmarks best practices and analyzes information to facilitate department effectiveness and efficiency.