Technical Support Manager

Power Monitors, Inc; Virginia (IL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Health Savings Account

Life Insurance

Paid Time Off

401(k) with Company Match

Education Reimbursement

529 College Savings Contribution

Job summary

Power Monitors, Inc. in Mt. Crawford, VA is seeking a hands-on Technical Support Manager to lead the customer-facing support team and coordinate with Engineering and Software Development.

You will drive fast, accurate issue resolution, maintain knowledge bases, document recurring problems, and identify process improvements while occasionally traveling.

Qualifications

• Strong PC troubleshooting skills, including driver, communication, and security issues.
• Proven experience in customer technical support or IT systems support.
• Excellent problem-solving and communication skills.

Responsibilities

• Lead and support the Technical Support team, ensuring timely and high-quality customer assistance.
• Provide direct technical support for PMI products, software, and field applications.
• Act as the primary liaison between customers, Engineering, and Software Development.
• Document, track, and analyze technical issues and recurring problems.
• Contribute to testing and feedback during product development and updates.
• Create and maintain internal technical documentation and knowledge base content.
• Identify process improvements to enhance efficiency and customer satisfaction.
• Occasional overnight travel may be required.

Skills

PC troubleshooting

Customer support

Problem solving

Communication

Networking

Education

Technical college degree preferred

Tools

Testing equipment

Networking hardware

Job description

Technical Support Manager

Location: Mt. Crawford, VA
Department: Technical Support
Reports To: VP of Operations and Engineering

Power Monitors, Inc. is seeking a Technical Support Manager to lead and strengthen our customer-facing technical support operations. This role ensures customer inquiries are resolved quickly and accurately while serving as a key link between our customers, Engineering, and Software Development teams.

If you're a hands-on leader with strong troubleshooting skills and a passion for helping others solve complex technical issues, we'd love to hear from you!

Key Responsibilities

• Lead and support the Technical Support team, ensuring timely and high-quality customer assistance.
• Provide direct technical support for PMI products, software, and field applications.
• Act as the primary liaison between customers, Engineering, and Software Development.
• Document, track, and analyze technical issues and recurring problems.
• Contribute to testing and feedback during product development and updates.
• Create and maintain internal technical documentation and knowledge base content.
• Identify process improvements to enhance efficiency and customer satisfaction.
• Occasional overnight travel may be required.

What We're Looking For

• Strong PC troubleshooting skills, including driver, communication, and security issues.
• Proven experience in customer technical support or IT systems support.
• Excellent problem-solving and communication skills.
• Networking skills
• Technical writing or documentation experience a plus.
• Technical college degree preferred
• Electrical background or experience with electric utilities is a plus but not required.

Benefits

• Medical, Dental, and Vision Insurance
• Health Savings Account (HSA)
• Supplemental Insurance Options
• Company-paid Life Insurance
• Paid Time Off (PTO)
• 401(k) with Company Match
• Education Reimbursement
• 529 College Savings Contribution Matching

About Power Monitors, Inc.

Since 1986, Power Monitors, Inc. has been a leading manufacturer of innovative power quality analyzers and wireless testing equipment. Serving clients worldwide, we are known for our cutting-edge technology, 24/7 technical support, and customer-first mindset.