Director of Technical Service Client Experience - Calling All Mechanical ​/ Electrical Engineers

Are you the kind of technical leader who wants to know how every product works, why a product or system behaves the way it does, and how to help others solve complex field issues with confidence? Coastal Source is looking for a Director of Technical Service Client Experience to lead and scale the teams responsible for helping dealers, integrators, sales representatives, internal teams, and customer-facing partners successfully support our premium outdoor audio, lighting, power, control, and related systems.

Note:
This role is full-time, on-site at our Moorestown, NJ location

This is not an Information Technology leadership role. This is a hands-on technical product support leadership role for someone who is energized by troubleshooting physical products, system performance, installation conditions, signal paths, controls, power, audio, lighting, RMAs, field feedback, and product improvement. The ideal candidate brings an engineering mindset, strong technical curiosity, and the leadership ability to turn support activity into better processes, better documentation, better products, and better outcomes for our customers and dealer partners.

Coastal Source designs and manufactures high-performance outdoor audio and lighting solutions built to perform beautifully in demanding outdoor and coastal environments. We are known for innovation, quality, durability, and a commitment to helping our dealers and customers create exceptional outdoor living experiences.

As Director of Technical Service Client Experience, you will oversee both the Technical Support and Customer Experience teams, with the expectation that approximately 80% of your time will be spent in a technical support leadership capacity. The primary focus of the role will be timely issue resolution, root-cause analysis, support process improvement, technical documentation, RMA workflows, field troubleshooting standards, and cross-functional collaboration with Product Management, Engineering/R&D, Quality, Operations, Sales, and Customer Service.

You will be both a leader and a technical problem solver—someone who can coach a team, establish metrics, improve workflows, communicate clearly with non-technical audiences, and still dig into a complex product or installation issue when escalation is needed.

• Lead the Technical Support team responsible for supporting Coastal Source outdoor audio, lighting, power, control, and related products.
• Serve as an escalation point for complex technical issues, critical customer situations, warranty concerns, RMAs, and unresolved service matters.
• Oversee the Customer Experience function to ensure customer-facing interactions are responsive, professional, consistent, and aligned with Coastal Source standards, while maintaining the role’s primary emphasis on technical support leadership.
• Develop and improve support processes, troubleshooting standards, service level expectations, ticketing workflows, RMA procedures, and field communication protocols.
• Create a disciplined approach to technical documentation, including white papers, troubleshooting guides, installation best practices, videos, product resources, and internal knowledge-sharing tools.
• Monitor trends in support tickets, RMAs, installation challenges, product failures, warranty issues, and field feedback to identify root causes and recommend corrective action.
• Partner closely with Engineering/R&D, Product Management, Quality, Operations, Sales, and Customer Service to improve products, reduce repeat issues, and strengthen support readiness for new launches.
• Coach, mentor, and develop technical support team members, setting clear goals, priorities, routines, metrics, and performance expectations.
• Support technical presentations, product demonstrations, dealer education, and internal training when needed.

We are especially interested in candidates who bring a strong engineering or STEM foundation and enjoy solving real-world technical problems involving products, systems, installation environments, and performance outcomes.

• Bachelor's degree in engineering, a STEM discipline, Operations Management, or a related technical field strongly preferred; equivalent hands-on technical product experience may be considered.
• 7+ years of progressive experience in technical support, product support, technical service, engineering support, field service, quality, operations, or related function.
• 5+ years of leadership experience managing technical support, field support, service, product support, or cross-functional technical teams.
• Experience supporting technical physical products, preferably in residential or commercial audio/video, lighting, low-voltage systems, control systems, outdoor living products, manufacturing, distribution, or related industries.
• Demonstrated ability to troubleshoot complex systems, interpret technical information, identify root causes, and translate findings into clear next steps.
• Experience…