Technical Support Manager

PDC is seeking a strategic, process-driven Manager of Technical Support & Printer Repair to oversee our hardware and software support operations. In this critical leadership role, you will be the operational engine behind our post-sales success, ensuring that our customers experience minimal downtime and receive exceptional service.

You will manage a hybrid organization, directly leading a team of technical support representatives while also providing mentorship and strategic direction to a Supervisor who oversees our day-to-day tier-one support and printer repair technicians. Beyond people leadership, this role is heavily focused on operational excellence: you will be responsible for designing, writing, and implementing the standard operating procedures (SOPs) that dictate how we troubleshoot software, repair hardware, and deliver seamless service at scale.

Team Leadership & Development

• Lead a Layered Organization: Directly manage a team of Technical Support Representatives while mentoring and guiding a Support & Repair Supervisor.
• Coach & Develop: Foster a culture of continuous learning, empathy, and high performance. Guide your Supervisor in effective people management and help individual contributors develop their technical and customer service skills.
• Invest in people: Hold meaningful 1-on-1s, give constructive feedback, and help team members build clear career development plans.
• Close the skill gaps: Identify where the organization needs training and organize sessions to level up their technical knowledge and customer service skills.
• Build the culture: Help recruit, onboard, and set up new hires for long-term success while fostering a collaborative, customer-first environment across all tiers of support.

Process Engineering & Documentation

• Write the Playbook: Design, document, and publish comprehensive SOPs for the technical support desk and printer repair depot.
• Streamline Workflows: Identify operational bottlenecks between the support desk and the repair team. Build processes that seamlessly transition a customer from a software troubleshooting call to a hardware repair RMA when necessary.
• Establish Metrics: Define, track, and optimize Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for ticket resolution times, repair turnaround times, and customer satisfaction.

Technical Support Operations

• Keep operations smooth: Oversee daily tech support, ensuring customer requests are logged, tracked, and resolved without falling through the cracks.
• Look past & Reinforce KPIs: Monitor response times and KPI metrics, using them not just as numbers, but as tools to ensure an excellent customer experience.
• Spot trends and patterns: Review support tickets and customer feedback to catch recurring technical issues and find proactive ways to fix them.
• Build a technical knowledge base: Make sure troubleshooting procedures, resolutions, and best practices are clearly documented so the team isn't reinventing the wheel.

Escalation & Customer Experience

• Be the ultimate safety net: Step in as the primary escalation point for critical customer issues involving hardware, software, or workflow disruptions.
• Communicate with empathy: Translate complex technical realities into clear, reassuring updates for stressed customers during critical escalations.
• Protect team bandwidth: Balance customer urgency with your team's actual capacity, ensuring tasks are prioritized effectively without burning people out.

Cross-Functional Collaboration

• Be the "Voice of the Field":
  Champion the realities of our customers and field teams to Product Management, Engineering, Development, and QA.
• Bridge the departmental gaps:
  Advocate for support and field needs in cross-functional meetings to ensure product bugs and technical flaws get prioritized and fixed.
• Drive long-term product updates: Turn daily field and support insights into actionable feedback for long-term engineering and product improvements.