Are you the kind of technical leader who wants to know how every product works, why a product or system behaves the way it does, and how to help others solve complex field issues with confidence? Coastal Source is looking for a Director of Technical Service Client Experience to lead and scale the teams responsible for helping dealers, integrators, sales representatives, internal teams, and customer-facing partners successfully support our premium outdoor audio, lighting, power, control, and related systems.
Note: This role is full-time, on-site at our Moorestown, NJ location
This is not an Information Technology leadership role. This is a hands-on technical product support leadership role for someone who is energized by troubleshooting physical products, system performance, installation conditions, signal paths, controls, power, audio, lighting, RMAs, field feedback, and product improvement. The ideal candidate brings an engineering mindset, strong technical curiosity, and the leadership ability to turn support activity into better processes, better documentation, better products, and better outcomes for our customers and dealer partners.
About Coastal Source
Coastal Source designs and manufactures high-performance outdoor audio and lighting solutions built to perform beautifully in demanding outdoor and coastal environments. We are known for innovation, quality, durability, and a commitment to helping our dealers and customers create exceptional outdoor living experiences.
The Opportunity
As Director of Technical Service Client Experience, you will oversee both the Technical Support and Customer Experience teams, with the expectation that approximately 80% of your time will be spent in a technical support leadership capacity. The primary focus of the role will be timely issue resolution, root-cause analysis, support process improvement, technical documentation, RMA workflows, field troubleshooting standards, and cross-functional collaboration with Product Management, Engineering/R&D, Quality, Operations, Sales, and Customer Service.
You will be both a leader and a technical problem solver—someone who can coach a team, establish metrics, improve workflows, communicate clearly with non-technical audiences, and still dig into a complex product or installation issue when escalation is needed.
What You’ll Lead
- Lead the Technical Support team responsible for supporting Coastal Source outdoor audio, lighting, power, control, and related products.
- Serve as an escalation point for complex technical issues, critical customer situations, warranty concerns, RMAs, and unresolved service matters.
- Oversee the Customer Experience function to ensure customer-facing interactions are responsive, professional, consistent, and aligned with Coastal Source standards, while maintaining the role’s primary emphasis on technical support leadership.
- Develop and improve support processes, troubleshooting standards, service level expectations, ticketing workflows, RMA procedures, and field communication protocols.
- Create a disciplined approach to technical documentation, including white papers, troubleshooting guides, installation best practices, videos, product resources, and internal knowledge-sharing tools.
- Monitor trends in support tickets, RMAs, installation challenges, product failures, warranty issues, and field feedback to identify root causes and recommend corrective action.
- Partner closely with Engineering/R&D, Product Management, Quality, Operations, Sales, and Customer Service to improve products, reduce repeat issues, and strengthen support readiness for new launches.
- Coach, mentor, and develop technical support team members, setting clear goals, priorities, routines, metrics, and performance expectations.
- Support technical presentations, product demonstrations, dealer education, and internal training when needed.
What We’re Looking For
We are especially interested in candidates who bring a strong engineering or STEM foundation and enjoy solving real-world technical problems involving products, systems, installation environments, and performance outcomes.
- Bachelor's degree in engineering, a STEM discipline, Operations Management, or a related technical field strongly preferred; equivalent hands-on technical product experience may be considered.
- 7+ years of progressive experience in technical support, product support, technical service, engineering support, field service, quality, operations, or related function.
- 5+ years of leadership experience managing technical support, field support, service, product support, or cross-functional technical teams.
- Experience supporting technical physical products, preferably in residential or commercial audio/video, lighting, low-voltage systems, control systems, outdoor living products, manufacturing, distribution, or related industries.
- Demonstrated ability to troubleshoot complex systems, interpret technical information, identify root causes, and translate findings into clear next steps.
- Experience developing support metrics, escalation processes, service standards, technical documentation, RMA workflows, and continuous improvement routines.
- Effective communication skills with the ability to explain technical issues clearly to dealers, installers, internal teams, and leadership.
- High curiosity, practical problem-solving ability, and a genuine desire to understand how things work.
This Role Is a Great Fit If You
- Are energized by technical product troubleshooting, field issue resolution, and systems-level thinking.
- Enjoy working with audio, lighting, power, control, low-voltage, mechanical, electrical, or outdoor product systems.
- Can move comfortably between hands-on technical problem solving and strategic leadership.
- Know how to build scalable support processes that improve speed, accuracy, consistency, and accountability.
- Can turn support data, RMA trends, and field feedback into product, process, and training improvements.
- Lead with clarity, urgency, humility, and a strong sense of ownership.
This Role Is Probably Not a Fit If You’re Primarily Looking For
- An IT infrastructure, desktop support, cybersecurity, software administration, or internal systems role.
- A purely customer experience or call center leadership position without deep technical product involvement; while Customer Experience oversight is part of the role, the majority of time is expected to be spent leading technical support.
- A role focused mainly on managing tickets rather than solving product, installation, quality, and systems issues.
Why Join Coastal Source?
At Coastal Source, you’ll help shape a growing technical service function for a company known for premium products, innovation, and a strong commitment to quality. This is an opportunity to build systems, develop people, influence product improvement, and play a meaningful role in how our dealers and customers experience Coastal Source technology in the field.
Work Environment
This is an on-site role based in Moorestown, NJ. The position primarily involves office-based work, phone/video communication, computer use, and in-person collaboration, with periodic time in warehouse, production, testing, demonstration, or product support environments. The role may involve occasional lifting, carrying, pushing, or pulling of product samples, tools, or demonstration equipment.
Coastal Source is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
Coastal Source participates in E-Verify and will provide the federal government with each new hire’s Form I-9 information to confirm authorization to work in the United States.
Pay: $125,000.00 - $135,000.00 per year
Benefits:
Application Question(s):
- Please briefly describe your degree, technical training, or equivalent hands-on technical product experience.
- Do you have experience in the following:
Leading a (non-IT) technical support, technical service team?
Leading a field service, product support team?
Leading engineering support team?
Leading an operations team?
- Describe your experience troubleshooting technical physical products, systems, installations or field performance.
- Describe your experience supporting products or systems related to audio/video, lighting, low-voltage systems, control systems, power, outdoor living products.
- Describe your experience in a leadership role in manufacturing, or distribution.
- This is not an IT infrastructure, desktop support, cybersecurity, software administration, or internal systems role. Are you primarily seeking a technical product/service support leadership role?
- This position oversees both Technical Support and Customer Experience; however, approximately 80% of the role is expected to focus on technical support leadership. Are you comfortable with this focus?
- Do you know anyone who currently works for Coastal Source (including any family members], and if so, who?
- Are you able to work on site in Moorestown, NJ on a full-time basis?
- Will you now or in the future require sponsorship for a work visa?
Education:
Work Location: In person
