Tech Support Manager

nVent Enclosure Systems LLC; Raleigh (NC); Hybrid; USD 105,000 - 195,000; Full time

Benefits offered by this job

401(k) match

Medical, dental, vision

Paid time off

Job summary

nVent is seeking a leader to head a global technical support organization for Data Solutions from its Raleigh, NC base. The role drives 24/7 coverage, new support model design, and strong cross‑functional collaboration with Engineering, Product, Services, and Sales to accelerate issue resolution.

You will build a high‑performing, globally distributed team, establish workflows, and push standardization across tools and processes to improve speed and quality.

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

Global leadership

Customer-first mindset

Cross-functional collaboration

Process improvement

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

nVent’s pay scale is based on the expected range of base pay for this job and the employee’s work location. Employee pay within this range will be based on a combination of factors including knowledge, skills, abilities, experience, education, and performance. Where federal, state, or local minimum wage requirements exist, employee pay will comply.

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

Depending on the position offered, employee may be eligible for other forms of compensation, such as annual incentives.

Benefit Overview

At nVent, we value our people and their health and well-being. We provide a broad benefits package with meaningful programs for eligible full‑time employees that includes:

- 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 connect and protect our customers with inventive electrical solutions. People are our most valuable asset. Inclusion and diversity means that we celebrate and encourage each other’s authenticity because we understand that uniqueness sparks growth.

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