Technical Services Manager
Responsibilities
- Lead and develop a team of Technical Support and Field Service professionals across multiple locations.
- Establish clear performance expectations, accountability measures, and service standards.
- Drive continuous improvement initiatives focused on customer support processes, documentation, and service delivery.
- Oversee customer issue resolution, ensuring timely escalation and follow-through on critical cases.
- Develop and improve case management, tracking, and reporting systems to increase visibility and efficiency.
- Partner cross-functionally with Engineering, Operations, Warranty, Sales, and other stakeholders to resolve technical and operational issues.
- Conduct root cause analysis on recurring customer concerns and implement sustainable corrective actions.
- Improve communication and collaboration between internal teams, dealers, and customers.
- Coach, mentor, and develop highly experienced technical professionals to maximize team performance.
- Foster a customer-focused culture centered on responsiveness, professionalism, and continuous improvement.
Requirements
- Bachelor's degree or equivalent combination of education and relevant experience.
- 5+ years of experience leading Technical Support, Field Service, Customer Service, or Service Operations teams.
- Proven success managing and developing high-performing technical or customer-facing teams.
- Experience implementing process improvements, service metrics, and accountability frameworks.
- Strong understanding of customer support operations, issue escalation, and service delivery best practices.
- Experience working cross-functionally with engineering, manufacturing, operations, and commercial teams.
- Excellent leadership, communication, and relationship-building skills.
- Strong analytical and problem-solving abilities with experience conducting root cause analysis.
- Ability to lead organizational change and influence highly tenured teams.
- Continuous improvement mindset with a focus on building scalable and sustainable processes.
FAQs
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