Strategic Leader, Technical Support & Printer Repair

Brady Corporation; Salt Lake City (UT); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Insurance coverage starting on first 


Generous 401(k) with company match

Paid time off and holidays

Education reimbursement

Scholarship program for children of Br

Dress-for-your-day dress code

Matching gifts program

Job summary

PDC, part of Brady Corporation, is seeking a strategic Manager of Technical Support & Printer Repair to oversee hardware and software support operations. You will lead a hybrid team including a Supervisor and specialists, shaping post-sales service while driving operational excellence through SOPs and clear processes.

You will design KPIs/SLAs, improve escalation handling, and work with Product, Engineering, and QA to convert field insights into product improvements.

Qualifications

• 3+ years of management experience leading other leaders or supervisors.
• BS in Computer Science, Engineering, or related field.
• Deep technical understanding of enterprise high-security environments or Healthcare IT preferred.
• Experience in technical sales, field engineering, or technical support.
• Familiarity with barcode scanning, RFID, thermal printing, data capture, mobile workstations, and wireless networking.
• Willingness to travel up to 20% between Utah and Pennsylvania.

Responsibilities

• Directly manage a team of Technical Support Representatives and mentor the Support & Repair Supervisor.
• Coach and develop a culture of continuous learning and high performance.
• Design, publish, and implement SOPs for technical support and printer repair.
• Identify bottlenecks and build workflows between support and repair teams.
• Define and optimize KPIs and SLAs for ticket resolution and satisfaction.
• Oversee daily operations to ensure requests are logged, tracked, and resolved.

Skills

Leadership

Mentoring

Process improvement

SOP development

Customer service

Communication

Education

BS in Computer Science/Engineering

Job description

PDC, part of Brady Corporation, is seeking a strategic Manager of Technical Support & Printer Repair to oversee hardware and software support operations. You will lead a hybrid team including a Supervisor and specialists, shaping post-sales service while driving operational excellence through SOPs and clear processes.

You will design KPIs/SLAs, improve escalation handling, and work with Product, Engineering, and QA to convert field insights into product improvements.