Automotive Technical Support Manager

Priority Dispatch Corp.

Phoenix (AZ)

On-site

USD 80,000 - 110,000

Full time

14 days+

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Job summary

Priority Dispatch Corp. in Phoenix is seeking a Technical Support Manager to lead the technical support team, ensuring timely resolution of warranty and service issues while collaborating with cross-functional teams to deliver exceptional customer service.

The role emphasizes staff development, KPI monitoring, and guiding diagnostics, field repairs, and repairs procedures in a fast-paced automotive environment. A 5+ year background in automotive technical support with leadership is required.

Qualifications

5+ years of experience in automotive technical support, warranty administration, or customer service.
Experience leading or supervising a team.
Familiarity with warranty processes, RMAs, field repairs, and parts ordering.
Proficient with Microsoft Office, CRM systems, and support ticketing platforms.

Responsibilities

Lead the daily operations of the Technical Support Department, ensuring timely handling of inquiries, cases, warranty claims, and field repair requests.
Coach and develop Technical Support Associates to improve performance, engagement, and customer satisfaction.
Monitor KPIs such as response times, call volume, case resolution, and warranty metrics.
Serve as escalation point for complex customer issues, diagnostics, and repairs.
Oversee communication across channels and collaborate with Quality, Engineering, Production, Sales, and Warranty teams.
Drive continuous improvement projects focused on customer experience and efficiency.