Technical Support Lead — Field & Installations

Affordable Interior Systems Inc; Gates Crossing (MA); On-site; USD 110,000 - 140,000; Full time

Job summary

Affordable Interior Systems Inc. is seeking a Manager of Technical Support to lead the Field Services oriented team, serve as the central technical resource for product applications, installation, and troubleshooting, and partner with Sales, Engineering, and Quality to drive customer satisfaction.

You will establish metrics, develop knowledge resources, and create documentation while guiding critical installations and dealer support.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years in office furniture installation or related field.
• 3+ years leadership or supervisory experience.
• Strong troubleshooting and root cause analysis skills.
• Excellent verbal, written, and presentation communication.
• Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Ability to collaborate across departments and external partners.
• Strong organizational and time-management skills.

Responsibilities

• Lead, coach, and develop the Technical Support team to deliver timely, accurate, and professional support.
• Establish performance metrics, service levels, and team objectives.
• Serve as escalation point for complex inquiries and installation challenges.
• Develop technical knowledge resources and documentation.
• Collaborate with Sales, Engineering, Manufacturing, Quality, and Field Services to ensure timely resolution.
• Analyze support trends and develop reports and dashboards on volume and performance.

Skills

Leadership

Customer focus

Technical expertise

Problem solving

Communication

Collaboration

Accountability

Change management

Strategic thinking

Process improvement

Education

Bachelor's degree or equivalent

Tools

AutoCAD

CET

Microsoft Office

Job description

Affordable Interior Systems Inc. is seeking a Manager of Technical Support to lead the Field Services oriented team, serve as the central technical resource for product applications, installation, and troubleshooting, and partner with Sales, Engineering, and Quality to drive customer satisfaction.

You will establish metrics, develop knowledge resources, and create documentation while guiding critical installations and dealer support.