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Position Summary
The Technical Support Manager is responsible for leading and managing the Technical Support team while ensuring exceptional customer service and timely resolution of technical and warranty-related issues. This role oversees daily support operations, establishes performance metrics, develops team members, and partners with cross-functional departments to deliver world-class support to our customers.
The ideal candidate is a hands-on leader with strong automotive knowledge, excellent communication skills, a passion for customer success, and the ability to drive continuous improvement in a fast-paced environment.
Key Responsibilities
Manage the daily operations of the Technical Support Department, ensuring customer inquiries, technical cases, warranty claims, and field repair requests are handled efficiently.
Lead, coach, and develop Technical Support Associates to achieve high levels of performance, engagement, and customer satisfaction.
Monitor department KPIs, including response times, call volume, case resolution, customer satisfaction, and warranty-related metrics.
Serve as the escalation point for complex customer concerns, technical troubleshooting, field repairs, and warranty issues.
Ensure the team provides accurate guidance regarding product installation, diagnostics, troubleshooting, labor claims, RMAs, and repair procedures.
Oversee customer communication through phone, email, chat, and other support channels.
Collaborate with Quality, Engineering, Production, Sales, and Warranty teams to resolve product and customer issues.
Analyze trends in customer concerns and technical failures to identify opportunities for process and product improvements.
Manage parts ordering, purchase order approvals, shipping requests, and field repair support activities.
Develop and maintain training materials, troubleshooting guides, and department procedures.
Ensure all cases, claims, repairs, and customer interactions are documented accurately within company systems.
Support workforce planning, scheduling, performance evaluations, corrective actions, and employee development initiatives.
Drive continuous improvement projects focused on customer experience, operational efficiency, and team effectiveness.
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Qualifications
High school diploma or GED required; Associate's or Bachelor's degree preferred.
5+ years of experience in automotive technical support, warranty administration, call center operations, or customer service.
2+ years of leadership or supervisory experience preferred.
Strong understanding of automotive powertrain systems, transmissions, torque converters, and related components.
Experience managing customer escalations and resolving complex technical issues.
Familiarity with warranty processes, RMAs, field repairs, and parts ordering.
Strong proficiency in Microsoft Office, Outlook, CRM systems, and support ticketing platforms.
Excellent organizational, analytical, and problem-solving skills.
Bilingual (English/Spanish) is a plus.
Key Competencies
Customer Focus: Dedicated to delivering an exceptional customer experience and building strong customer relationships.
Leadership & Accountability: Effectively manages team performance and drives results.
Technical Expertise: Strong automotive knowledge with the ability to troubleshoot complex issues.
Communication: Communicates clearly and professionally across all levels of the organization.
Problem-Solving: Identifies root causes and develops effective solutions.
Continuous Improvement: Seeks opportunities to streamline processes and improve efficiency.
Adaptability: Thrives in a fast-paced, changing environment.
Team Development: Coaches and mentors employees to maximize performance and career growth.
Attention to Detail: Ensures accuracy in documentation, claims processing, and customer communications.
Decision Making: Uses data and experience to make sound operational and customer-focused decisions.
