Technical Service Manager — Lead Global Support & Uptime

FlackTek™; Louisville (CO); On-site; USD 90,000 - 115,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

ESPP

Job summary

FlackTek™ is seeking a senior leader to head the Technical Service department in Louisville, CO. You will supervise remote customer support, field service, preventive maintenance, and factory repairs while driving improvements in response times, uptime, and customer satisfaction.

Reporting to the Site Director, you will shape staffing, capacity planning, and service delivery, ensuring rapid, accurate case handling in Salesforce/FSM and adherence to PM commitments.

Qualifications

• Bachelor’s degree or technical equivalent with 5+ years in technical service or field service.

Responsibilities

• Lead and develop the Technical Service team to deliver legendary customer support and effective technical troubleshooting.
• Forecast service demand and manage staffing, technician capacity, utilization, cross-training, scheduling, and coverage.
• Own customer responsiveness and communication standards across phone, email, Slack, and other service channels.
• Manage the end-to-end service case workflow in Salesforce/FSM, ensuring accurate prioritization, assignment, documentation, escalation, and closure.
• Maintain effective triage and escalation processes and oversee preventive maintenance and field service execution.

Skills

Leadership

Forecasting

Customer service

Communication

Problem solving

Education

Bachelor’s degree or equivalent

Tools

Salesforce FSM

ERP/MRP

Job description

FlackTek™ is seeking a senior leader to head the Technical Service department in Louisville, CO. You will supervise remote customer support, field service, preventive maintenance, and factory repairs while driving improvements in response times, uptime, and customer satisfaction.

Reporting to the Site Director, you will shape staffing, capacity planning, and service delivery, ensuring rapid, accurate case handling in Salesforce/FSM and adherence to PM commitments.