Technical Service Manager

Jobtailor; Wyomissing (Berks County); On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking a seasoned technical services leader to own SLA performance across multi-channel support. You will drive staffing, queue health, and workload balance while directing Tier II/III processes and providing leadership-facing insights.

Responsibilities include escalation management, cross-functional collaboration, and ongoing training to elevate support for luxury hardware solutions in complex applications.

Qualifications

• 5–8+ years in technical support, customer service, or product-focused roles.
• 2–4+ years in leadership roles (supervisor, lead, or manager).
• Experience managing technical escalations and complex customer issues.
• Experience with mechanical and/or electronic hardware products preferred.
• Strong understanding of product applications, installation processes, and diagnostics.
• Proficiency with CRM platforms (Salesforce preferred) and service management tools.
• Proven ability to lead, coach, and develop high-performing technical service teams.
• Strong performance management, accountability to SLAs and quality.
• Ability to prioritise and manage multiple workflows in a fast-paced environment.
• Experience building a culture of continuous improvement and operational excellence.

Responsibilities

• Own and manage service levels (SLAs) across phone, email, chat, and case management channels.
• Monitor performance metrics like response time, resolution time, and backlog.
• Drive improvements in queue health, staffing alignment, and workload balancing.
• Provide performance reporting and actionable insights to leadership.
• Serve as the highest-level escalation point for complex technical issues.
• Oversee Tier II/III support processes for timely resolutions.
• Define troubleshooting standards for installation, repair, and product application.
• Partner with Engineering and Quality to resolve root causes.
• Develop and execute technical training for customer care, sales, and partners.
• Maintain product knowledge resources and documentation.
• Ensure team expertise across mechanical, electronic, and smart hardware solutions.
• Analyze trends in escalations to identify root causes and improvements.
• Provide technical consultation for field sales and partners.
• Serve as SME for luxury hardware solutions and complex applications.

Skills

SLA Management

Leadership

Escalation Handling

Coaching & Development

Cross-functional Collaboration

CRM Proficiency

Operational Excellence

Tools

Salesforce

Job description

Responsibilities

• Own and manage service levels (SLAs) across phone, email, chat, and case management channels
• Monitor daily/weekly/monthly performance for response time, resolution time, and backlog levels
• Drive improvements in queue health, staffing alignment, and workload balancing
• Provide performance reporting and actionable insights to leadership
• Serve as the highest-level escalation point for complex technical issues
• Oversee Tier II/III support processes to ensure timely and accurate resolutions
• Define troubleshooting standards for installation, repair, and product application
• Partner with Engineering and Quality to resolve root causes and systemic issues
• Develop and execute technical training for customer care, sales, and partners
• Maintain product knowledge resources and documentation
• Ensure team expertise across mechanical, electronic, and smart hardware solutions
• Analyze trends in escalations to identify root causes and recommend improvements
• Provide technical consultation for field sales and partners
• Serve as a subject matter expert for luxury hardware solutions and product selection in high end / complex applications.

Requirements

• 5–8+ years of experience in technical support, customer service, or product-focused roles
• 2–4+ years of leadership experience (supervisor, lead, or manager level)
• Proven experience managing technical escalations and complex customer issues
• Experience working with mechanical and/or electronic hardware products preferred
• Strong understanding of product applications, installation processes, and technical diagnostics
• Proficiency in CRM platforms (Salesforce preferred) and service management tools
• Proven ability to lead, coach, and develop high-performing technical service teams
• Strong performance management skills, including driving accountability to service levels (SLAs) and quality standards
• Ability to prioritize, delegate, and manage multiple workflows in a fast-paced environment
• Experience building a culture of continuous improvement and operational excellence.