Tech Support Manager

nVent; Anoka (MN); On-site; USD 105,000 - 195,000; Full time

Benefits offered by this job

Medical, dental, and vision plans with

Disability insurance

Life insurance

401(k) + ESPP

Tuition reimbursement

Paid time off including volunteer time

Job summary

nVent is seeking a leader to head our global technical support organization from our Raleigh, NC facility in a hybrid role. You will guide a team of experts across engineering, product, sales, and services to diagnose and resolve complex customer issues and to design a scalable post-sales support model.

You will partner with engineering to drive root cause analysis and long-term product improvements, while building a proactive knowledge base and standardized processes that deliver consistent,

Qualifications

• Bachelor’s degree in engineering or related field preferred, or related experience.
• 7+ years proven experience leading technical support, product support, or engineering-focused customer support teams.
• Demonstrated ability to build and scale global, multi-region teams and operating models.
• Experience working across Engineering, Product, and Customer-facing organizations.
• Familiarity with CRM/case management tools (e.g., Salesforce) and support operations.
• Experience with data center infrastructure, cooling systems, or power systems.
• Track record of improving customer experience, support efficiency, and technical capability at scale.

Responsibilities

• Lead and scale a global technical support organization, delivering 24/7 coverage and a consistent, high-quality customer experience.
• Design and operationalize a best-in-class support model with clear ownership, escalation paths, and performance metrics that drive accountability and speed.
• Serve as an escalation point for critical customer issues, ensuring rapid resolution, strong communication, and minimal business impact.
• Build and develop a high-performing global team, investing in talent, capability, and technical depth.
• Establish scalable support operations and infrastructure, including case intake, triage, and global workflows that ensure visibility and traceability.
• Drive standardization and continuous improvement across tools, processes, and knowledge management to enhance speed, quality, and scalability.
• Enable effective follow-the-sun support models, ensuring seamless global coverage and strong cross-region handoffs.
• Act as the central technical leader across the ecosystem, connecting customers with Engineering, Product, Services, and Sales to accelerate resolution.
• Partner with Engineering to drive root cause resolution and long-term product improvements, while feeding insights into product roadmaps and knowledge bases.
• Align closely with Services to ensure end-to-end coordination, including field dispatch and execution.
• Build and evolve a scalable, future-ready support function, identifying gaps and driving improvements aligned to rapid DS growth.
• Leverage customer insights, case data, and trends to continuously improve products, services, and customer experience.
• Elevate organizational capability through training, documentation, and technical knowledge development.

Skills

Team leadership

Global teams

Customer support

Cross-functional collaboration

Salesforce

Data center infrastructure

Education

Bachelor’s degree in engineering or related field

Tools

Salesforce

Job description

We’re looking for people who put their innovation to work to advance our success – and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions. This role will serve as the leader of a global technical support organization, acting as the critical technical backbone for customer support across the Data Solutions business. In this role, you will lead a high-performing team of technical experts responsible for diagnosing and resolving complex customer issues, while establishing a scalable, global support model that delivers a consistent, high-quality post-sales customer experience. This role will partner closely with Engineering, Product, Sales, and Services, as well as the dispatch/service organization responsible for all field activity. ** This position will reside in our Raleigh, NC facility and will be a hybrid role (4 days in the office/1 day remote) **

WHAT YOU WILL EXPERIENCE IN THIS POSITION:

• Lead and scale a global technical support organization, delivering 24/7 coverage and a consistent, high-quality customer experience.
• Design and operationalize a best-in-class support model with clear ownership, escalation paths, and performance metrics that drive accountability and speed.
• Serve as an escalation point for critical customer issues, ensuring rapid resolution, strong communication, and minimal business impact.
• Build and develop a high-performing global team, investing in talent, capability, and technical depth.
• Establish scalable support operations and infrastructure, including case intake, triage, and global workflows that ensure visibility and traceability.
• Drive standardization and continuous improvement across tools, processes, and knowledge management to enhance speed, quality, and scalability.
• Enable effective follow-the-sun support models, ensuring seamless global coverage and strong cross-region handoffs.
• Act as the central technical leader across the ecosystem, connecting customers with Engineering, Product, Services, and Sales to accelerate resolution.
• Partner with Engineering to drive root cause resolution and long-term product improvements, while feeding insights into product roadmaps and knowledge bases.
• Align closely with Services to ensure end-to-end coordination, including field dispatch and execution.
• Build and evolve a scalable, future-ready support function, identifying gaps and driving improvements aligned to rapid DS growth.
• Leverage customer insights, case data, and trends to continuously improve products, services, and customer experience.
• Elevate organizational capability through training, documentation, and technical knowledge development.

YOU HAVE:

• Bachelor’s degree in engineering or related field preferred, or related experience.
• 7+ years proven experience leading technical support, product support, or engineering-focused customer support teams.
• Demonstrated ability to build and scale global, multi-region teams and operating models.
• Experience working across Engineering, Product, and Customer-facing organizations.
• Familiarity with CRM/case management tools (e.g., Salesforce) and support operations.
• Experience with data center infrastructure, cooling systems, or power systems.
• Track record of improving customer experience, support efficiency, and technical capability at scale.

WE HAVE:

A dynamic global reach with diverse operations around the world that will stretch your abilities, provide plentiful career opportunities, and allow you to make an impact every day nVent is a leading global provider of electrical connection and protection solutions. We believe our inventive electrical solutions enable safer systems and ensure a more secure world. We design, manufacture, market, install and service high performance products and solutions that connect and protect some of the world's most sensitive equipment, buildings and critical processes. We offer a comprehensive range of systems protection and electrical connections solutions across industry-leading brands that are recognized globally for quality, reliability and innovation. Our principal office is in London and our management office in the United States is in Minneapolis. Our robust portfolio of leading electrical product brands dates back more than 100 years and includes nVent CADDY, ERICO, HOFFMAN, ILSCO, SCHROFF and TRACHTE. Learn more at www.nvent.com. Commitment to strengthen communities where our employees live and work We encourage and support the philanthropic activities of our employees worldwide Through our nVent in Action matching program, we provide funds to nonprofit and educational organizations where our employees volunteer or donate money Core values that shape our culture and drive us to deliver the best for our employees and our customers. We’re known for being: Innovative & adaptable Dedicated to absolute integrity Focused on the customer first Respectful and team oriented Optimistic and energizing Accountable for performance

Benefits to support the lives of our employees Pay Transparency

Compensation Range: $105,000.00 - $195,000.00

Benefit Overview

• Medical, dental, and vision plans along with flexible spending accounts.
• short-term and long-term disability benefits.
• critical illness.
• accident insurance and life insurance.
• A 401(k) retirement plan and an employee stock purchase plan — both include a company match.
• Other supplemental benefits may include tuition reimbursement.
• caregiver.
• personal and parental leave.
• back-up care services.
• paid time off including volunteer time.
• a well-being program.
• and/or legal & identity theft protection.

At nVent, we are committed to equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by national, federal, state or local law.