Technical Support Manager - United States
8 hours ago
Job description
Your role
We are seeking a results-driven Technical Support Manager to lead and oversee an office-based technical support organization within a dealer/distributor environment. This role is responsible for managing support operations across multiple industrial equipment lines, including portable air compressors, light towers, generators, pumps, stationary air compressors, and battery power storage systems. The position emphasizes team leadership, operational governance, process standardization, and continuous improvement.
You will
- Lead, develop, and manage an office-based technical support team, including hiring, onboarding, training, and performance management.
- Establish and optimize technical support processes, workflows, and standard operating procedures.
- Oversee issue escalation management and ensure consistent, process-driven resolution
- Drive continuous improvement initiatives based on data analysis, root-cause trends, and performance reviews.
- Partner with internal stakeholders, OEMs, and cross-functional teams to improve product supportability and service readiness.
- Ensure consistency and quality in technical documentation, knowledge management, and internal training materials.
- Support new product introductions by leading service readiness planning, documentation alignment, and internal capability development.
- Provide governance over technical policies and warranty procedures.
- Ensure compliance with safety, regulatory, and quality requirements.
- Own and manage the warranty portal and associated workflows across supported product lines.
- Lead and develop the warranty administration team to ensure accurate, timely, and compliant claim processing.
- Establish controls, metrics, and review processes to improve warranty claim quality and approval rates.
- Analyze warranty data to identify cost drivers, failure trends, and recovery opportunities.
- Partner with OEMs and internal stakeholders to maximize warranty cost recovery and minimize unrecoverable expenses.
- Drive process improvements to reduce claim rejections, cycle time, and administrative inefficiencies.
- Ensure alignment between technical support, service operations, and warranty policies.
Supervisory Responsibility
- You will manage a team of individuals
To succeed, you will need
We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.
Desired qualifications include:
- Bachelor's degree in engineering, operations management, industrial technology, or a related field or 5+ years of practical experience within relevant industrial organization(s).
- 5+ years of experience in technical support, service operations, or industrial equipment
- 3+ years of experience in people management or supervisory role
- Broad technical understanding of mechanical, electrical, engine-driven, and energy storage systems
- Experience managing warranty processes, portals, and cost recovery initiatives
Desired skills:
- Experienced in a dealer or distributor organization supporting industrial and heavy equipment
- Familiarity with compressed air, power generation, pumping systems, or battery energy storage technologies
- Some knowledge of industry standards and regulatory requirements (EPA, OSHA, ISO, UL, CE)
- Experienced with ERP, CRM, or service management platforms
- People leadership and performance management
- Process optimization and operational discipline
- Warranty governance and cost control
- Data-driven decision making
- Cross functional collaboration and change management
- Travel may be required (up to 30%)
In return, we offer
- Culture of trust and accountability
- Lifelong learning and career growth
- Comprehensive compensation and benefits
- Health and well-being
Job location
This role offers a hybrid working arrangement, allowing you to split your time between working one day remotely and four days on-site at our Power Technique North America office in Rock Hill SC, United States (US).
Contact information
Talent Acquisition Team: Betsy Elizabeth Griffith
Uniting curious minds
Behind every innovative solution, there are people working together to transform the future. With careers sparked by initiative and lifelong learning, we unite curious minds, and you could be one of them.
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