Manager Tech Support Installations

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.
Experience: 3 to 5 years of relevant professional experience.
Leadership: Proven formal supervisory experience with the ability to manage team volume, quality, and timeliness.
Education: Bachelor’s degree (4-year course) or equivalent experience in a technology-based role.
Technical Knowledge: Deep understanding of installation procedures, including computer networking (routers, modems, WiFi, etc.).
Communication: High proficiency in English.
Call Management: Ability to monitor and conduct extended technical support calls.
Hybrid Schedule: Commitment to working from the office three set days per week.
Remote Connectivity: Must have a stable home internet connection (Minimum 80 Mbps upload / 10 Mbps download).
Workspace: A dedicated, quiet, and distraction-free workspace for remote days.
Physical: Ability to remain seated comfortably for prolonged periods.
All successful candidates must complete a mandatory 4-week Technical Specialist (TS) Training program to ensure full mastery of our proprietary systems and protocols.
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Employment type
Full-time

Work arrangement
No