Automation Tech Support Manager

Socket.dev; Erlanger (KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Medical, Dental, and Vision benefits

Generous Paid Time Off

401K with company match

HSA contribution

Professional growth opportunities

Job summary

Storage Solutions – A Jungheinrich Company seeks a Technical Support Manager to lead a cross-functional team across the US. The role includes scheduling, incident management, escalation procedures, and on-call rotations to ensure timely issue resolution and SLA compliance.

You will partner with PLC Engineers, Software Engineers, and other experts to drive long-term solutions, improve processes, and elevate the customer experience.

Qualifications

• Bachelor's degree preferred or significant relevant experience in technical support or warehouse automation.
• 5+ years in technical support, software support, or related fields.
• Proven leadership of technical support teams and coaching experience.
• Experience with incident management and root-cause analysis.
• Familiarity with warehouse automation technologies and PLCs preferred.
• Strong analytical and written/verbal communication skills.

Responsibilities

• Lead and develop a team of technical support professionals.
• Develop and manage support schedules and on-call rotations.
• Implement incident management and escalation procedures for SLA compliance.
• Improve support processes, tools, and training programs.
• Maintain performance metrics and reports to drive team effectiveness.
• Support contract proposals and renewals.
• Train and onboard new team members.
• Assist customers with technical issues and document resolutions.

Skills

Leadership

Incident management

SLA management

Communication

Team coaching

Education

Bachelor's degree in CS/IT/Operations Management or related field

Tools

PLCs

WMS/WCS platforms

Material handling equipment

MS Office (Excel/PowerPoint/Word)

Job description

Storage Solutions – A Jungheinrich Company seeks a Technical Support Manager to lead a cross-functional team across the US. The role includes scheduling, incident management, escalation procedures, and on-call rotations to ensure timely issue resolution and SLA compliance.

You will partner with PLC Engineers, Software Engineers, and other experts to drive long-term solutions, improve processes, and elevate the customer experience.