Automation Tech Support Manager

Storage Solutions Inc; Erlanger (KY); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Salary + bonus

Medical benefits

Paid time off

401K company match

HSA contribution

Growth opportunities

Job summary

Storage Solutions Inc. in Erlanger, KY, is seeking a Technical Support Manager to lead a growing team within the Automation Software department.

You will oversee incident management, SLA compliance, on-call rotations, and cross-functional collaboration with PLC and Software Engineers to resolve complex customer issues. Responsibilities include developing support processes, maintaining performance metrics, training new staff, and supporting proposals and renewals.

Qualifications

• Bachelor’s degree preferred, or significant relevant experience in technical support or related fields.
• 5+ years in technical support, software support, or automation systems support.
• Proven leadership in building and developing teams and managing performance.
• Experience with incident management, escalation, and SLA management.
• Knowledge of warehouse automation, PLCs, and related technologies.
• Strong analytical, communication, and problem-solving skills.

Responsibilities

• Lead, coach, and develop a team of technical support professionals.
• Develop and manage support schedules and on-call rotations.
• Implement incident management and escalation procedures to meet SLA.
• Collaborate with PLC and Software Engineers to resolve issues and identify long-term solutions.
• Improve support processes, tools, and training programs.
• Maintain performance metrics and reports; support proposals and renewals.
• Train and onboard new team members and ensure customer issue resolution.

Skills

Leadership

Customer service

Analytical thinking

Communication skills

Problem-solving

Time management

Education

Bachelor’s degree in Computer Science, Information Technology, Operations Management, Warehouse Management, or related field

Tools

Excel

PowerPoint

Word

WMS/WCS platforms

Microsoft Office Suite

Job description

Storage Solutions Inc. in Erlanger, KY, is seeking a Technical Support Manager to lead a growing team within the Automation Software department.

You will oversee incident management, SLA compliance, on-call rotations, and cross-functional collaboration with PLC and Software Engineers to resolve complex customer issues. Responsibilities include developing support processes, maintaining performance metrics, training new staff, and supporting proposals and renewals.