Aquatic Technical Support Leader

World Aquaculture Society

Las Vegas, Northern (NV, KY)

Hybrid

USD 110,000 - 150,000

Full time

18 hours ago

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Job summary

VivoAquatics seeks an Aquatic Technical Support Manager to lead the technical support team, overseeing case management, workflows, and escalation processes. Partner with Product, Sales, and Engineering to ensure customer feedback informs product direction and strengthens client relationships.

Requirements include 5+ years in commercial aquatics, 3+ years of management, CPO license within 90 days, and strong CRM/Help Desk experience.

Qualifications

5+ years of commercial aquatics experience with in-field equipment troubleshooting and diagnosis.
Must obtain CPO license within first 90 days in position.
3+ years of management experience.
Experience with help desk software and remote support tools.
Experience with CRM systems; NetSuite experience preferred but not required.
Proficiency with GSuite and/or MS Office.

Responsibilities

Lead and develop a customer-focused technical support team across varying skill levels.
Assess staff skills, identify training needs, and implement ongoing programs.
Establish KPIs for the support team and monitor performance.
Maintain a knowledge base for equipment troubleshooting with visuals.
Guide implementation of tools/features enabling world-class support in partnership with Product and Engineering.
Lead customer support surveys and present findings to leadership.
Foster a team culture of independent problem solving and client-first mindset.
Recruit and develop technical talent with strong soft skills and technical expertise.