Technical Support Manager

Socket.dev

Erlanger (KY)

Hybrid

USD 90,000 - 120,000

Full time

11 days ago

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Benefits offered by this job

Competitive salary

Medical, Dental, and Vision benefits

Generous Paid Time Off

401K with company match

HSA contribution

Professional growth opportunities

Job summary

Storage Solutions – A Jungheinrich Company seeks a Technical Support Manager to lead a cross-functional team across the US. The role includes scheduling, incident management, escalation procedures, and on-call rotations to ensure timely issue resolution and SLA compliance.

You will partner with PLC Engineers, Software Engineers, and other experts to drive long-term solutions, improve processes, and elevate the customer experience.

Qualifications

Bachelor's degree preferred or significant relevant experience in technical support or warehouse automation.
5+ years in technical support, software support, or related fields.
Proven leadership of technical support teams and coaching experience.
Experience with incident management and root-cause analysis.
Familiarity with warehouse automation technologies and PLCs preferred.
Strong analytical and written/verbal communication skills.

Responsibilities

Lead and develop a team of technical support professionals.
Develop and manage support schedules and on-call rotations.
Implement incident management and escalation procedures for SLA compliance.
Improve support processes, tools, and training programs.
Maintain performance metrics and reports to drive team effectiveness.
Support contract proposals and renewals.
Train and onboard new team members.
Assist customers with technical issues and document resolutions.

Skills

Leadership

Incident management

SLA management

Communication

Team coaching

Education

Bachelor's degree in CS/IT/Operations Management or related field

Tools

PLCs

WMS/WCS platforms

Material handling equipment

MS Office (Excel/PowerPoint/Word)

Job description

Description

Job Title: Technical Support Manager

Department: Automation Software

Location: Erlanger, KY, Westfield, IN or Nashville, TV; Hybrid Position
Employment Type: Full-Time

The Technical Support Manager will lead and develop a team of technical support professionals responsible for providing consistent, high-quality customer and operational support. This position will oversee support schedules, incident management and escalation procedures, on-call support rotations, and team performance while ensuring timely issue resolution and service level agreement (SLA) compliance.

The Technical Support Manager will work closely with cross-functional technical resources, including PLC Engineers, Software Engineers, and other subject matter experts, to resolve customer issues and identify long-term solutions. This role will also focus on improving support processes, tools, training programs, and the overall customer experience.

OVERALL RESPONSIBILITIES

Lead, coach, and develop team of technical support professionals with varying levels of experience and technical knowledge.
Develop and manage support schedules to ensure consistent, high-quality customer and operation support.
Establish and oversee on-call support rotations for cross-functional technical resources, including PLC Engineers, Software Engineers, and other subject matter experts.
Develop, implement, and maintain incident management and escalation procedures to support service level agreement (SLA) compliance and timely issue resolution.
Identify and implement improvements to support processes, tools, and training programs.
Develop and maintain performance metrics and reports to support team effectiveness and customer support goals.
Lead the team in resolving customer issues and identifying long-term solutions.
Support contract proposals and renewals.
Train and onboard new support team members.
Assist customers with technical issues and document resolutions.
Escalate issues to the appropriate internal teams as needed.
Maintain accurate records of issues, resolutions, and support activities.
Follow up with customers to ensure issues are resolved.
Monitor customer satisfaction and gather feedback for improvement.
Monitor system performance and identify operational issues.
Identify opportunities to improve customer experience.
Maintain knowledge base documentation and promote its effective use.
Provide support across U.S. time zones, including occasional after-hours or weekend coverage as needed.
Perform other duties as assigned to support business needs.

KNOWLEDGE & SKILLS REQUIREMENTS

A bachelor’s degree in Computer Science, Information Technology, Operations Management, Warehouse Management, or a related field preferred; however, significant relevant experience and demonstrated success in technical support, customer service operations, warehouse automation, or related technical environments will be given strong consideration in lieu of a degree.
Five (5) or more years of experience in technical support, software support, automation systems support, customer service operations, or a related field.
Proven experience leading and developing technical support teams, including coaching, mentoring, employee development, and performance management.
Two (2) or more years of leadership experience with demonstrated success in managing team performance and driving operational results.
Experience supporting software applications, automation systems, industrial controls, or related technical solutions.
Experience with incident management, escalation processes, root cause analysis, and service level agreement (SLA) management.
Working knowledge of warehouse automation systems, PLCs, WMS/WCS platforms, material handling equipment, and related technologies preferred.
Strong analytical and problem-solving skills with the ability to interpret data, identify trends, and make informed business decisions.
Excellent verbal and written communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
Proficiency in Microsoft Office Suite, including Excel, PowerPoint, and Word.

PROFESSIONAL QUALITIES

Strong leadership, organizational, and people management skills with a customer-focused mindset.
Detail-oriented with the ability to manage multiple priorities in a fast-paced environment.
Ability to work independently while fostering collaboration across cross-functional teams.
Honest and open.
Positive attitude.
Delivers on commitments.
Adaptable and self-motivated.
Willing to find innovative solutions.
Thrives on working collaboratively with others.
Takes on complex challenges and demonstrates a “go-getter” mindset.

WORK CONDITIONS

Hybrid position based out of Nashville, TN; Westfield, IN; or Erlanger, KY.
Standard business hours with flexibility required to support the team on other shifts as necessary.
Provide support across U.S. time zones, including occasional after-hours or weekend coverage as needed.
Frequent virtual and/or in-person collaboration across teams.

Why work for Storage Solutions – A Jungheinrich Company?

Our greatest asset is our people. We have built a team of passionate intralogistics experts who collaborate and partner with distribution and fulfillment operations across North America and worldwide. We believe in providing tailored solutions for every square foot of an operation, and behind these solutions is a carefully selected team that shares our vision, culture, and core values.

We are committed to fostering a supportive and inclusive workplace where every team member can thrive. When you join us, you become part of a family that values your growth, well-being, and contributions. Together, we innovate, solve challenges, and celebrate successes.

Additional Benefits