Manager, Technical Support & Customer Experience

Halma plc; Northern (KY); Hybrid; USD 95,000 - 135,000; Full time

Job summary

CenTrak, part of Halma plc, seeks a Manager of Technical Support to lead a 13-person team responsible for resolving customer issues across the RTLS platform. You will guide escalations, manage queues to meet SLAs, and invest in team growth and career development while partnering with cross-functional leaders to improve tools and processes.

The role focuses on delivering excellent customer service, coordinating with Product, Engineering, and Quality to prioritize issues and maintain a high level

Qualifications

• Bachelor's degree in Electrical/Computer Engineering, Software Engineering, CS, or IT.
• 2-4 years of experience in a Technical Support role interfacing with customers.
• Experience with RTLS and Healthcare IT Integrations is a plus.
• Experience supporting Embedded products and PC software is a plus.
• Strong troubleshooting and debugging skills; excellent written and verbal communication.

Responsibilities

• Effectively manage daily activities in the ticket system, assigning clear ownership, severity, and next steps.
• Own the health of the support queue against SLAs, monitoring response/resolution times and aging.
• Serve as escalation point for high-severity issues with coordinated internal responders and customer communication.
• Lead root cause analysis with Product, Engineering, and Quality, prioritizing issues.

Skills

Troubleshooting

Communication skills

Independence

Attention to detail

Organizational skills

Education

Bachelor's degree in Electrical/Computer Engineering, Software Engineering, CS or IT

Tools

Microsoft Office

Job description

CenTrak, part of Halma plc, seeks a Manager of Technical Support to lead a 13-person team responsible for resolving customer issues across the RTLS platform. You will guide escalations, manage queues to meet SLAs, and invest in team growth and career development while partnering with cross-functional leaders to improve tools and processes.

The role focuses on delivering excellent customer service, coordinating with Product, Engineering, and Quality to prioritize issues and maintain a high level