Customer Success Manager

Textron; Augusta (GA); On-site; USD 70,000 - 98,000; Full time

Job summary

Textron Specialized Vehicles Inc. is seeking a Customer Success Manager to serve as the main escalation contact for complex technical issues.

The role involves onsite troubleshooting of vehicles and software, hands-on software support, and close coordination with product teams to implement improvements. You will train customers, dealers, and internal teams on software functionality and diagnostics, and travel to customer locations as required to ensure seamless operations and customer

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 3+ years in customer support, field service, technical troubleshooting, software support, or related role.
• Proficiency with Microsoft Office and CRM/ticketing systems; ability to learn proprietary software and connected-vehicle systems.
• Strong communication, problem-solving, documentation, and cross-functional collaboration skills; willingness to travel to customer locations.

Responsibilities

• Serve as primary customer care contact for escalated technical issues, providing timely, professional support.
• Onsite troubleshooting of vehicle, equipment, software, connectivity, and system integration issues to restore operations.
• Provide hands-on software support including configuration, diagnostics, and software updates.
• Liaise between product support, development, engineering, field service, dealers, and end users to communicate issues and resolutions.
• Document issues, troubleshooting steps, field observations, software behavior, and actions taken in support systems.
• Partner with engineering to test and validate software releases and product enhancements.
• Train customers, dealers, and internal teams on software functionality and troubleshooting procedures.
• Analyze recurring customer concerns to suggest product and process improvements.
• Travel to customer sites as needed for installations, issue resolution, and follow-up.

Skills

Customer communication

Problem-solving

Documentation

Cross-functional collaboration

Education

Bachelor's degree in Engineering, Computer Science, Information Technology, Business, or related field

Tools

Microsoft Office

CRM or ticketing systems

Diagnostic tools

Software configuration tools

Remote support platforms

Job description

Job Description - Customer Success Manager (344936)

Customer Success Manager

Job Number: 344936

Textron Specialized Vehicles Inc. is a leading global manufacturer of golf cars, utility and personal transportation vehicles, professional turf-care equipment, and ground support equipment. Textron Specialized Vehicles markets products under several different brands. Its vehicles are found in environments ranging from golf courses to factories, airports to planned communities, and theme parks to hunting preserves.

Responsibilities

• Serve as the primary customer care contact for escalated technical issues, providing timely, professional, and solutions-focused support to end-user customers.
• Perform onsite troubleshooting of vehicle, equipment, software, connectivity, and system integration concerns to identify root cause and restore customer operations.
• Provide hands‑on software support, including system configuration, diagnostic testing, issue replication, user guidance, and coordination of software updates or corrective actions.
• Act as a liaison between product support, product development, engineering, field service, dealers, and end‑user customers to communicate technical issues, customer needs, and resolution status.
• Document customer issues, troubleshooting steps, field observations, software behavior, corrective actions, and recommended product improvements in appropriate support systems.
• Partner with engineering and product development teams to test, validate, and provide field feedback on software releases, product enhancements, and service solutions.
• Train and support customers, dealers, and internal teams on software functionality, diagnostic processes, troubleshooting procedures, and best practices for product operation.
• Analyze recurring customer concerns and field trends to recommend improvements to product design, software performance, service procedures, and customer support processes.
• Travel to customer sites as needed to support installations, issue resolution, product evaluations, field investigations, and post‑resolution follow‑up.

Qualifications

• Education: Bachelor's degree in Engineering, Computer Science, Information Technology, Business, or a related field required; an equivalent combination of technical education and relevant experience may be considered in lieu of degree.
• Years of Experience: 3+ years of experience in customer support, field service, technical troubleshooting, software support, or a related technical customer‑facing role.
• Software Knowledge: Proficiency with Microsoft Office applications, customer relationship management or ticketing systems, diagnostic tools, software configuration tools, remote support platforms, and the ability to learn proprietary product software and connected‑vehicle or equipment systems.
• Additional Requirements: Strong customer communication, problem‑solving, documentation, and cross‑functional collaboration skills required. Must be able to troubleshoot complex technical issues in the field, translate customer feedback into actionable technical information, manage multiple priorities, and travel to customer locations as business needs require.

Qualifications

• Education: Bachelor's degree in Engineering, Computer Science, Information Technology, Business, or a related field required; an equivalent combination of technical education and relevant experience may be considered in lieu of degree.
• Years of Experience: 3+ years of experience in customer support, field service, technical troubleshooting, software support, or a related technical customer‑facing role.
• Software Knowledge: Proficiency with Microsoft Office applications, customer relationship management or ticketing systems, diagnostic tools, software configuration tools, remote support platforms, and the ability to learn proprietary product software and connected‑vehicle or equipment systems.
• Additional Requirements: Strong customer communication, problem‑solving, documentation, and cross‑functional collaboration skills required. Must be able to troubleshoot complex technical issues in the field, translate customer feedback into actionable technical information, manage multiple priorities, and travel to customer locations as business needs require.

EEO Statement

Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of race, color, religion, age, national origin, military status, veteran status, disability, sex (including pregnancy and sexual orientation), genetic information or any other characteristic protected by law.

Recruiting Company Textron Specialized Vehicles