Customer Experience and Technical Support Manager

Customer Experience and Technical Support Manager

Come Join Our Team! We take pride in building quality products—and enriching the lives of those who make it possible. As a growing company, we invest in our people, our processes, and the technology that drives our success. We believe that when our team members thrive, our company thrives. We offer opportunities for career growth in a supportive, hands-on environment where your contributions make a difference every day.

Most importantly, you'll be part of a positive, team-oriented culture where autonomy is earned, hard work is rewarded, and every employee's voice matters. Come grow with us and help shape our future!

Mission Communications, a TASI Measurement company, is a global leader in measurement and control technology. Mission Communications provides advanced, cloud-based monitoring and control solutions for water and wastewater utilities. With tens of thousands of remote terminal units (RTUs) deployed across North America, we help more than 5,000 utilities improve reliability, reduce costs, and simplify operations through our fully integrated SCADA platform.

Being a part of TASI Measurement means we have big company perks with a decentralized operating structure that empowers us to remain close to our customers and their needs.

What We Offer:

• Competitive salaries
• 10 paid holidays each year, vacation, sick time and volunteer time
• 401(k) with employer match – immediately vested
• HSA, pre-tax health savings program
• Flexible work schedules that promote a healthy work-life balance
• Top-tier medical, dental, and vision insurance
• Employer-paid life insurance
• Pet Insurance
• Tuition Reimbursement
• Scholarship Programs

Job Summary

The Customer Experience & Technical Support Manager is a hands-on leader responsible for guiding Mission Communications' technical support team while elevating the customer experience for utilities that rely on Mission's cloud-based monitoring, telemetry, RTU, and SCADA solutions. This role requires strong technical aptitude, calm judgment during critical customer issues, proactive communication, and the willingness to work alongside the team to troubleshoot, train, escalate, and follow through on customer-impacting issues.

Key Responsibilities

• Lead customer communication for key issues, critical events, outages, and high-value accounts, ensuring updates are clear, timely, professional, and reassuring.
• Strengthen the customer experience by setting expectations for tone, ownership, responsiveness, follow-up, and communication quality across calls, emails, tickets, and other customer interactions.
• Support proactive outreach to customers, including follow-up on recurring issues, service trends, training opportunities, and accounts that may need additional attention.
• Help protect customer retention by ensuring customers feel supported, informed, and confident in Mission's solutions.
• Act as a voice of the customer in cross-functional discussions, identifying recurring pain points, service gaps, and opportunities to improve the support experience.
• Partner with Sales and leadership on high-value customer concerns, escalations, retention risks, and relationship-sensitive issues.
• Ensure marquee and strategic customers receive appropriate follow-through before, during, and after customer-impacting events.
• Annual travel domestically 10-25%, to customer sites, trade shows, industry events, distributor meetings, and other business activities as needed.
• Lead, coach, and support a team of Technical Support Specialists while remaining hands-on and willing to assist with troubleshooting, ticket follow-up, escalations, and customer communication when needed.
• Develop a strong working knowledge of Mission's products, telemetry solutions, RTUs, SCADA platform, customer workflows, and common field issues.
• Manage daily support workflows, including ticket queue review, case assignment, ticket aging, escalation follow-up, workload balancing, and documentation quality.
• Serve as an escalation point for critical customer issues, outages, service-impacting events, and complex technical support concerns.
• Provide backup or escalation support during critical events, staffing gaps,…