Technical Service Manager
Job in
Wyomissing, Berks County, Pennsylvania, USA
Listed on 2026-07-20
Listing for:
Jobtailor
Full Time
position Listed on 2026-07-20
Job specializations:
-
IT/Tech
-
Management
Job Description & How to Apply Below
Responsibilities
- Own and manage service levels (SLAs) across phone, email, chat, and case management channels
- Monitor daily/weekly/monthly performance for response time, resolution time, and backlog levels
- Drive improvements in queue health, staffing alignment, and workload balancing
- Provide performance reporting and actionable insights to leadership
- Serve as the highest-level escalation point for complex technical issues
- Oversee Tier II/III support processes to ensure timely and accurate resolutions
- Define troubleshooting standards for installation, repair, and product application
- Partner with Engineering and Quality to resolve root causes and systemic issues
- Develop and execute technical training for customer care, sales, and partners
- Maintain product knowledge resources and documentation
- Ensure team expertise across mechanical, electronic, and smart hardware solutions
- Analyze trends in escalations to identify root causes and recommend improvements
- Provide technical consultation for field sales and partners
- Serve as a subject matter expert for luxury hardware solutions and product selection in high end / complex applications.
- 5–8+ years of experience in technical support, customer service, or product-focused roles
- 2–4+ years of leadership experience (supervisor, lead, or manager level)
- Proven experience managing technical escalations and complex customer issues
- Experience working with mechanical and/or electronic hardware products preferred
- Strong understanding of product applications, installation processes, and technical diagnostics
- Proficiency in CRM platforms (Salesforce preferred) and service management tools
- Proven ability to lead, coach, and develop high-performing technical service teams
- Strong performance management skills, including driving accountability to service levels (SLAs) and quality standards
- Ability to prioritize, delegate, and manage multiple workflows in a fast-paced environment
- Experience building a culture of continuous improvement and operational excellence.
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