Technical Customer Success Manager

Textron; Augusta (GA); On-site; USD 70,000 - 98,000; Full time

Job summary

Textron Specialized Vehicles Inc. is seeking a Customer Success Manager to serve as the main escalation contact for complex technical issues.

The role involves onsite troubleshooting of vehicles and software, hands-on software support, and close coordination with product teams to implement improvements. You will train customers, dealers, and internal teams on software functionality and diagnostics, and travel to customer locations as required to ensure seamless operations and customer

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 3+ years in customer support, field service, technical troubleshooting, software support, or related role.
• Proficiency with Microsoft Office and CRM/ticketing systems; ability to learn proprietary software and connected-vehicle systems.
• Strong communication, problem-solving, documentation, and cross-functional collaboration skills; willingness to travel to customer locations.

Responsibilities

• Serve as primary customer care contact for escalated technical issues, providing timely, professional support.
• Onsite troubleshooting of vehicle, equipment, software, connectivity, and system integration issues to restore operations.
• Provide hands-on software support including configuration, diagnostics, and software updates.
• Liaise between product support, development, engineering, field service, dealers, and end users to communicate issues and resolutions.
• Document issues, troubleshooting steps, field observations, software behavior, and actions taken in support systems.
• Partner with engineering to test and validate software releases and product enhancements.
• Train customers, dealers, and internal teams on software functionality and troubleshooting procedures.
• Analyze recurring customer concerns to suggest product and process improvements.
• Travel to customer sites as needed for installations, issue resolution, and follow-up.

Skills

Customer communication

Problem-solving

Documentation

Cross-functional collaboration

Education

Bachelor's degree in Engineering, Computer Science, Information Technology, Business, or related field

Tools

Microsoft Office

CRM or ticketing systems

Diagnostic tools

Software configuration tools

Remote support platforms

Job description

Textron Specialized Vehicles Inc. is seeking a Customer Success Manager to serve as the main escalation contact for complex technical issues.

The role involves onsite troubleshooting of vehicles and software, hands-on software support, and close coordination with product teams to implement improvements. You will train customers, dealers, and internal teams on software functionality and diagnostics, and travel to customer locations as required to ensure seamless operations and customer