Job Description

Purpose of the job

The Technical Support Manager drives responsive, high-quality technical and warranty support, ensuring high levels of customer satisfaction. This role leads the resolution of complex technical issues, optimizes service processes, and fosters strong customer relationships to enhance the SCC’s reputation and customer retention.

Essential Job Responsibilities

• Champion Exceptional Customer Support: Lead the technical support team to deliver timely, accurate, and effective solutions to customer inquiries and issues.
• Optimize Service Delivery Processes: Develop and implement standardized procedures for technical support to improve efficiency and quality.
• Service Delivery: Develop productive relationships with external service partners to ensure 95% of field repairs are completed within SLA timeframes, maintaining high-quality service standards.
• Knowledge Management: Build and maintain robust systems for managing critical data, service parts identification and troubleshooting guides; and for developing the skills of field service providers. Develop effective tools for maintaining troubleshooting guides, procedures, work instructions, forms and training materials.
• Team Development: Mentor a team of technical support professionals, fostering skill development and performance improvement through training and performance metrics.
• Strengthen Customer Relationships: Act as the point of escalation for complex technical issues.
• Improve Operational Efficiency: Analyze service data and implement process improvements, reducing warranty costs by 10% annually while maintaining or improving service quality. Collaborate with Engineering, Operations, and Quality to ensure warranty feedback is translated into countermeasures that reduce overall warranty claim rates.
• Perform other duties as necessary in support of business objectives. This document provides guidance and is not intended to limit the thinking and creativity of the person in this role.

Essential Qualifications

• Education: Bachelor’s degree in mechanical engineering, business administration or related field. Certifications in refrigeration a plus.
• Experience: 5+ years in technical or field service
• -OR- equivalent experience and professional training.
• Able to troubleshoot equipment problems over the phone with field technicians, engineers, customers and sales reps.
• Excellent verbal and written communication skills, with the ability to effectively engage with customers, external partners, and senior leadership.
• High level of knowledge of MS desktop applications
• Experience with ERP (preferably Epicor Kinetic) and customer ticketing systems.

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