Technical Customer Support & RMA Manager

Teguar Corporation; Charlotte (NC); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Relocation assistance

401K matching

HRA (health reimbursement)

Life & AD&D insurance

Supplemental insurance plans

Gym membership

Paid holidays & PTO

Birthday PTO & Volunteer Day

Culture committee program

Employee referral bonus

Job summary

Teguar Corporation, based in Charlotte, NC, seeks a Technical Customer Support & RMA Manager to lead its technical support and repairs teams on-site. You will drive processes, metrics, and a scalable operation to deliver reliable service in demanding environments while coordinating with Sales, Product, and Quality teams.

The role requires a Bachelor’s in a related field or 7+ years of equivalent experience, plus 4+ years in technical support or repair operations, with a track record of KPI-based

Qualifications

• 4+ years of experience in technical support, service operations, or repair services.
• Experience managing both a customer-facing Technical Support team and an RMA/Repair Services operation.
• Proven experience developing KPIs and improving service performance metrics.
• Experience with industrial, medical, embedded, or computer hardware products.
• Eligible to work in the United States without visa sponsorship.
• On-site work preferred.
• Knowledge of export related governmental regulation.
• ISO 9001 and/or ISO 13485 experience.
• Up to $10,000 relocation assistance for the right candidate.

Responsibilities

• Lead daily operations of the Technical Support and RMA/Repair services departments.
• Manage team performance, staffing, training, coaching, and employee development.
• Build scalable processes for intake, triage, escalation, documentation, automation rollout, and handoffs with Sales, Product Management, Operations, Quality, and Fulfillment.
• Establish and monitor KPIs including response times, repair turnaround times, backlog, service quality, and customer satisfaction.
• Oversee customer escalations and ensure timely resolution of technical issues, repairs, returns, and exchanges.
• Analyze service trends and customer feedback to identify improvement opportunities and product quality concerns.

Skills

Technical leadership

KPIs & metrics

Team staffing

Customer service

Process improvement

Communication

Education

Bachelor's degree in Business/IT or related field

7+ years experience in lieu of education

Job description

Teguar is a leading provider of cutting-edge industrial and medical computer solutions that are specifically designed to provide reliable performance in the most demanding environments and applications. Founded in 2010, we are a fast-growing Inc 5000 company and we believe in excellence in the quality of our products, the quality of our customer service and the quality of our team.

About the Role

We are seeking a Technical Customer Support & RMA Manager to lead Teguar’s Technical Support and RMA repair services departments.

This role ensures customers receive timely, accurate, and professional technical service while building the processes, metrics, communication rhythms, and team structure needed to support current operations and future growth.

This role is 100% on-site and located in our Charlotte, NC headquarters.

What You’ll Do

• Lead daily operations of the Technical Support and RMA/Repair services departments.

• Manage team performance, staffing, training, coaching, and employee development.

• Build and maintain scalable processes for Technical Support and RMA, including intake, triage, escalation, documentation, automation rollout, and handoffs with Sales, Product Management, Operations, Quality, and Fulfillment.

• Establish and monitor KPIs including response times, repair turnaround times, backlog, service quality, and customer satisfaction.

• Oversee customer escalations and ensure timely resolution of technical issues, repairs, returns, and exchanges.

• Analyze service trends and customer feedback to identify improvement opportunities and product quality concerns.

• Manage repair department performance, including service costs, repair efficiency, and departmental profitability.

• Partner with Sales, Product Management, Operations, Quality and Fulfillment to resolve customer issues and improve service delivery.

• Maintain expertise of company products, services, and technical solutions.

• Bachelor’s degree in Business, Information Technology or related field and 4 years of relevant experience; or a minimum of 7 years experience in lieu of education; or an equivalent combination of education and experience.

• 4+ years of experience in technical support, service operations, or repair services.

• Experience managing both a customer-facing Technical Support team and an RMA/Repair Services operation.

• Proven experience developing KPIs and improving service performance metrics.

• Experience with industrial, medical, embedded, or computer hardware products.

• Eligible to work in the United States without visa sponsorship.

• Able to work on-site.
  Preferred

• Knowledge of export related governmental regulation.

• ISO 9001 and/or ISO 13485 experience.

• Up to $10,000 in relocation assistance for the right candidate for this position.

• 401K matching

• HRA (Health Reimbursement Account) covers medical, dental and vision expenses

• Basic Life and AD&D Insurance

• Supplemental Insurance plans

• Gym membership

• Paid Holidays and PTO days

• Birthday PTO and Volunteer Day

• Culture Committee Program

• Employee Referral Bonus Program

• Modern office work environment with free drinks and snacks