Hybrid Technical Support Manager - Lead SLA & Team

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

Benefits offered by this job

Competitive Salary and Bonus Structure

Medical, Dental, and Vision Benefits

Generous Paid Time Off

401K with Company Match

Company HSA Contribution

Professional Growth Opportunities

Job summary

Storage Solutions - A Jungheinrich Company is seeking a Technical Support Manager to lead a team of technical support professionals across the Automation Software department. The role includes overseeing support schedules, incident management, on-call rotations, and SLA compliance.

The ideal candidate will have 5+ years in technical support, strong leadership, and experience with warehouse automation systems, PLCs, and WMS/WCS platforms.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Operations Management, Warehouse Management, or related field preferred; significant relevant experience considered in lieu of degree.
• Five or more years in technical support, software support, or related field.
• Proven experience leading and developing technical support teams.
• Two or more years of leadership experience managing team performance.

Responsibilities

• Lead, coach, and develop a team of technical support professionals.
• Develop and manage support schedules for consistent service quality.
• Oversee on-call rotations for cross-functional technical resources.
• Establish and maintain incident management and escalation procedures (SLA compliance).
• Identify improvements to support processes, tools, and training programs.
• Develop and maintain performance metrics and reports.
• Support contracts proposals and renewals.
• Train and onboard new team members.
• Assist customers with technical issues and document resolutions.
• Escalate issues to internal teams as needed.
• Maintain records of issues, resolutions, and support activities.
• Monitor customer satisfaction and gather feedback for improvement.
• Provide support across U.S. time zones, including occasional after-hours or weekend coverage.

Skills

Leadership

Incident management

SLA management

Technical support

Warehouse automation

PLC systems

Analytical skills

Communication

Microsoft Office

Education

Bachelor's degree preferred

Tools

Excel

PowerPoint

Word

Microsoft Office Suite

Job description

Storage Solutions - A Jungheinrich Company is seeking a Technical Support Manager to lead a team of technical support professionals across the Automation Software department. The role includes overseeing support schedules, incident management, on-call rotations, and SLA compliance.

The ideal candidate will have 5+ years in technical support, strong leadership, and experience with warehouse automation systems, PLCs, and WMS/WCS platforms.