Technical Support Manager

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

Career Opportunities with Rehrig Pacific Company

A great place to work.

Here at Rehrig Pacific, we are all about our people. Since 1913, our organization has focused on sustainable supply chain solutions while creating a culture and atmosphere where amazing people, like you, are celebrated for doing their best work. Rehrig Pacific has grown to meet the needs of our industry consumers across the country and internationally. We are constantly creating innovative solutions to transcend the new standards set forth by our customers. We find true fulfillment in helping others, both within the Rehrig Pacific family and in our communities. As servant leaders, we lead by example.

The Technical Support Manager is responsible for deployment, and ongoing support of Rehrig Pacific's Direct-to-Store Delivery (DSD) technology solutions. This role is accountable for delivering exceptional customer experience by ensuring successful implementations, timely issue resolution, strong service performance, and continuous process improvement. As a trusted technical and business expert, the Technical Support Manager collaborates with customers and internal stakeholders to maximize solution effectiveness and support business growth.

*Must be located in Dallas, TX or Kenosha, WI.

Areas of Accountabilities

Leadership

• Coach, mentor, and lead team members and Rehrig Pacific employees in accordance with our Core Values, Mission, and Strategic Vision to build a high performing and customer focused team.
• Champion our Diversity, Inclusion, and Belonging initiative, advancing the cause of every family member feeling like they belong.
• Leveraging the Learning & Development resources, further the development and growth of team members.
• Establish team performance goals, monitor key metrics, and drive achievement of department objectives.

Implementation

• Manage implementation schedule, monitor progress, risks, and resource requirements to ensure successful customer deployments.
• Provide guidance to customers and the team on implementation setup and establish best practices for software and hardware configuration.
• Liaison with customer and IT resources to ensure APIs are established according to specifications.
• Work collaboratively with New Product Development (NPD) and Integrated Solutions (IS) to transition new technology solutions to commercialization.

Technical Support

• Establish, monitor, and improve service level agreements (SLAs), support performance metrics, and customer response objectives.
• Develop data integrity processes for machine learning models and coordinate software user acceptance testing efforts.
• Develop and refine necessary documentation (implementation questionnaires, checklists, internal installation, and training guides).
• Partner with NPD and Operations to resolve complex technical issues and improve solution performance.

Customer Service

• Monitor customer satisfaction and proactively address service concerns to promote long-term customer success and retention.
• Support the development and maintenance of customer-facing knowledge base content, training materials, and self-service resources.
• Collaborate with customers to facilitate feedback on software releases/enhancements and contribute to content needed for customer self-service.
• Lead continuous improvement and standardization efforts across implementation and support to improve team effectiveness, customer experience, scalability, and operational efficiency.

Knowledge, Skills, and Experience

• Bachelor's 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.
• Experience managing multiple projects, priorities, and resource requirements simultaneously.
• Working knowledge of enterprise technology solutions, including RFID, IoT, software applications, APIs/integrations, Machine learning models, databases, and Linux-based environments.
• Ability and willingness to travel up to 30%.

Rehrig Pacific Company is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also here .