Technical Support Center Manager – Industrial Machinery

Maverick Group US LLC; Kankakee (IL); On-site; USD 95,000 - 105,000; Full time

Benefits offered by this job

On-site role

Annual bonus

Job summary

Maverick Group US LLC in Kankakee, IL is hiring a Technical Support Manager to lead a team of about 10 technical support specialists who diagnose machine issues by phone using manuals, drawings, and service tickets.

You will provide hands-on technical guidance, rebuild the team culture, set performance standards, and help turn the function into a revenue-generating service, reporting directly to senior leadership.

Qualifications

• Experience managing or running a technical support center.
• Strong technical background across electrical, mechanical, pneumatic, and hydraulic systems.
• Ability to troubleshoot complex equipment issues and coach others through them.
• Strong interpersonal and communication skills.
• Proven ability to establish KPIs, identify operational improvements, and use data to improve a function.
• Patient but firm, decisive, and confident making and defending decisions.

Responsibilities

• Lead, coach, and develop a technical support team of about 10 people.
• Provide hands-on technical guidance, coaching specialists through diagnosis and resolution of complex equipment issues.
• Handle difficult or escalated customer and field technician calls.
• Establish KPIs and reporting for call volume, resolution rates, wait times, and team performance, then use the data to drive improvements.
• Set departmental goals and clear expectations, including the quality and consistency of service ticket documentation.
• Evaluate and help implement call center and ticketing software.
• Work closely with engineering, assembly, checkout, parts, and field service toward shared goals.
• Rebuild trust and morale across the team and with other departments.
• Introduce change thoughtfully with a long-tenured team, building credibility before pushing heavy changes.

Skills

Technical support management

Coaching and mentoring

KPIs and analytics

Cross-functional collaboration

Technical troubleshooting

Customer communication

Tools

SAP

Job description

Maverick Group US LLC in Kankakee, IL is hiring a Technical Support Manager to lead a team of about 10 technical support specialists who diagnose machine issues by phone using manuals, drawings, and service tickets.

You will provide hands-on technical guidance, rebuild the team culture, set performance standards, and help turn the function into a revenue-generating service, reporting directly to senior leadership.