Technical Support Lead & Implementation Champion

Rehrig Pacific Company, Inc.; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Rehrig Pacific Company in Dallas, TX is seeking a Technical Support Manager to lead deployment and ongoing support of our Direct-to-Store Delivery technology solutions. You will ensure exceptional customer experiences through successful implementations and proactive service.

You will collaborate with customers and internal teams, manage SLAs, guide implementation best practices, and drive continuous improvements while traveling up to 30%.

Qualifications

• Bachelors degree in Engineering, MIS, Computer Science, or a related technical field.
• 5+ years of experience in customer support, technical support, implementation, or a related technology function.
• 3+ years of experience managing technical or support professionals.
• Strong leadership, communication, problem-solving, and root-cause-analysis skills.
• Ability and willingness to travel up to 30%.

Responsibilities

• Lead deployment and ongoing support of Rehrig Pacific's Direct-to-Store Delivery (DSD) technology solutions.
• Manage implementation schedule, monitor progress, risks, and resource requirements to ensure successful customer deployments.
• Establish SLAs, support performance metrics, and customer response objectives.
• Collaborate with New Product Development (NPD) and Integrated Solutions (IS) to transition new technology solutions to commercialization.
• Develop necessary documentation and training guides for implementation and operation.

Skills

Leadership

Communication

Problem-solving

Root-cause analysis

Project management

Education

Bachelor's degree in Engineering, MIS, CS

Tools

RFID

IoT

APIs/integrations

Databases

Linux

Job description

Rehrig Pacific Company in Dallas, TX is seeking a Technical Support Manager to lead deployment and ongoing support of our Direct-to-Store Delivery technology solutions. You will ensure exceptional customer experiences through successful implementations and proactive service.

You will collaborate with customers and internal teams, manage SLAs, guide implementation best practices, and drive continuous improvements while traveling up to 30%.