Technical Support Manager

Potter Global Technologies; Maryland Heights (MO); On-site; USD 105,000 - 125,000; Full time

Benefits offered by this job

Employee Ownership Program

Competitive health, dental, and vision plans

401(k) with company match

Generous paid time off

Continuous learning opportunities

Financial Wellness programs

Recognition programs

Job summary

Potter Global Technologies is seeking a Lead Technical Services Manager in Maryland Heights, MO. In this role, you will manage and mentor a high-performing technical services team, ensuring workflow efficiency and customer satisfaction. You'll act as a subject matter expert on fire alarm hardware and software while providing technical support and developing documentation.

The ideal candidate will have a Bachelor's degree in Electrical or Mechanical Engineering and 5+ years of relevant experience. The position offers a comprehensive benefits package including employee ownership and health plans.

Qualifications

• 5+ years of experience with fire alarm systems or related life safety technologies.
• Experience leading technical teams in a collaborative environment.
• Understanding of fire alarm codes and standards (NFPA, UL).

Responsibilities

• Manage and mentor a technical services team ensuring customer excellence.
• Lead daily operations and monitor team performance.
• Provide technical support and create documentation.

Skills

Leadership

Customer Service Orientation

Technical Troubleshooting

Communication Skills

Technical Documentation

Analytical Skills

Education

Bachelor’s degree in Electrical or Mechanical Engineering

Tools

AutoCAD

Revit

Job description

Job Location: Maryland Heights, MO 63046.

Salary Range: $105,000.00 - $125,000.00.

What You’ll Do

• Manage and mentor a high‑performing technical services team, ensuring strong professional development, workflow efficiency, and consistent “first‑touch” success for customer inquiries.
• Lead daily operations of the technical services group, setting expectations, monitoring performance, and driving a culture of accountability and customer excellence.
• Serve as the lead subject matter expert for fire alarm hardware and software, providing authoritative guidance on system applications and product capabilities.
• Provide hands‑on support for intricate system challenges, assisting customers directly with advanced troubleshooting, technical questions, and installation support.
• Create and update technical documentation, including installation guides, application notes, and other resources that support accurate and efficient product installation.
• Develop alternative customer‑support tools, such as how‑to videos, visual walkthroughs, and other application‑focused learning materials.
• Act as a bridge between the field and the factory, using customer interactions and technical analysis to deliver actionable feedback for product improvement and innovation.
• Perform other duties as assigned to support the success of the technical services team and the broader organization.

Qualifications

Experience That Drives Success

• Bachelor’s degree in Electrical or Mechanical Engineering, or equivalent hands‑on technical experience in a related discipline.
• 5+ years of proven experience with fire alarm systems or related life safety technologies, demonstrating strong technical depth and application knowledge.
• Experience leading technical teams or serving as a lead engineer in a collaborative, fast‑paced environment.
• Comprehensive understanding of fire alarm codes and standards (NFPA, UL), along with proficiency in CAD software (AutoCAD, Revit) and a solid foundation in networking fundamentals.
• Exceptional customer service orientation with an ownership mindset, consistently focused on finding the solution—not just answering the question.

Key Strengths & Skills

• Ability to coach, mentor, and develop a high‑performing technical services team while driving accountability, workflow efficiency, and consistent service excellence.
• Deep understanding of fire alarm hardware, software, and system applications, with the capability to guide customers through complex technical challenges.
• Comfort serving as a true “player‑coach,” personally troubleshooting, designing, and supporting intricate system configurations when needed.
• Strong verbal and written communication skills with the ability to translate complex technical concepts into clear, actionable guidance for diverse audiences.
• Experience creating and maintaining technical documentation, including installation guides, application notes, and customer‑facing resources.
• Ability to develop alternative learning tools—such as how‑to videos, visual guides, and step‑by‑step tutorials—to enhance customer success.
• Skilled at gathering field insights, analyzing recurring issues, and providing structured feedback to engineering and product teams to support continuous improvement.
• Proven ability to collaborate effectively with engineering, product management, sales, and manufacturing teams to resolve issues and enhance product performance.
• Strong diagnostic and root‑cause analysis skills to identify patterns, recommend solutions, and drive product or process improvements.
• Ability to manage multiple priorities, balance hands‑on technical work with leadership responsibilities, and maintain high service standards in a fast‑paced environment.

Benefits

• Employee Ownership Program – You’re not just an employee—you’re an owner. We share success together.
• Competitive health, dental, and vision plans.
• 401(k) with company match.
• Generous paid time off and holidays.
• Continuous learning and development opportunities.
• Financial Wellness programs including complimentary Certified Financial Planner sessions.
• Recognition programs that celebrate individual and team wins.
• A mission‑driven team that supports life‑saving outcomes, every day.

Location

This is a full‑time position, on‑site at our Maryland Heights, MO, location. The expected schedule is 40 hours per week, Monday through Friday, but an occasional shift in hours may be necessary to accommodate project schedules.