Technical Support Manager

Description

Job Title: Technical Support Manager

Department: Automation Software

Location: Erlanger, KY, Westfield, IN or Nashville, TV;
Hybrid Position
Employment Type: Full-Time

The Technical Support Manager will lead and develop a team of technical support professionals responsible for providing consistent, high-quality customer and operational support. This position will oversee support schedules, incident management and escalation procedures, on-call support rotations, and team performance while ensuring timely issue resolution and service level agreement (SLA) compliance.

The Technical Support Manager will work closely with cross-functional technical resources, including PLC Engineers, Software Engineers, and other subject matter experts, to resolve customer issues and identify long-term solutions. This role will also focus on improving support processes, tools, training programs, and the overall customer experience.

• Lead, coach, and develop team of technical support professionals with varying levels of experience and technical knowledge.
• Develop and manage support schedules to ensure consistent, high-quality customer and operation support.
• Establish and oversee on-call support rotations for cross-functional technical resources, including PLC Engineers, Software Engineers, and other subject matter experts.
• Develop, implement, and maintain incident management and escalation procedures to support service level agreement (SLA) compliance and timely issue resolution.
• Identify and implement improvements to support processes, tools, and training programs.
• Develop and maintain performance metrics and reports to support team effectiveness and customer support goals.
• Lead the team in resolving customer issues and identifying long-term solutions.
• Support contract proposals and renewals.
• Train and onboard new support team members.
• Assist customers with technical issues and document resolutions.
• Escalate issues to the appropriate internal teams as needed.
• Maintain accurate records of issues, resolutions, and support activities.
• Follow up with customers to ensure issues are resolved.
• Monitor customer satisfaction and gather feedback for improvement.
• Monitor system performance and identify operational issues.
• Identify opportunities to improve customer experience.
• Maintain knowledge base documentation and promote its effective use.
• Provide support across U.S. time zones, including occasional after-hours or weekend coverage as needed.
• Perform other duties as assigned to support business needs.

• A bachelor’s degree in Computer Science, Information Technology, Operations Management, Warehouse Management, or a related field preferred; however, significant relevant experience and demonstrated success in technical support, customer service operations, warehouse automation, or related technical environments will be given strong consideration in lieu of a degree.
• Five (5) or more years of experience in technical support, software support, automation systems support, customer service operations, or a related field.
• Proven experience leading and developing technical support teams, including coaching, mentoring, employee development, and performance management.
• Two (2) or more years of leadership experience with demonstrated success in managing team performance and driving operational results.
• Experience supporting software applications, automation systems, industrial controls, or related technical solutions.
• Experience with incident management, escalation processes, root cause analysis, and service level agreement (SLA) management.
• Working knowledge of warehouse automation systems, PLCs, WMS/WCS platforms, material handling equipment, and related technologies preferred.
• Strong analytical and problem-solving skills with the ability to interpret data, identify trends, and make informed business decisions.
• Excellent verbal and written communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
• Proficiency in Microsoft Office Suite, including Excel, PowerPoint, and Word.

• Strong leadership,…