Technical Support Manager - Dealer Account

Segway Navimow; United States; On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Disability insurance

Job summary

A leading garden equipment manufacturer is seeking a Technical Support Manager for their dealer account. This role entails managing a support team, developing troubleshooting guides, and ensuring that dealers are well-trained and equipped to provide excellent customer experiences. The ideal candidate has a Bachelor's degree in Engineering and over five years of relevant experience. This position offers a full-time role with benefits including medical insurance, vision insurance, and a 401(k) plan.

Qualifications

• 5+ years of experience in field technical service or product training.
• Strong hands-on diagnostic skills with electromechanical systems.
• Ability to travel frequently to dealer locations and channel events as needed.

Responsibilities

• Manage a dealer support team for customer satisfaction.
• Develop training programs and troubleshooting guides.
• Monitor team's performance and coaching plans.

Skills

Technical troubleshooting

Presentation skills

Interpersonal skills

Diagnostic skills with electromechanical systems

Training delivery

Education

Bachelor’s degree in Engineering, Mechatronics or related technical discipline

Job description

Technical Support Manager - Dealer Account

Base Pay Range: $85,000.00/yr - $95,000.00/yr

Additional Compensation: Annual Bonus

Position Overview

This role will manage a small dealer support team that collaborates closely with our dealership sales organization to ensure dealers are properly trained, technically confident, and equipped to deliver best-in-class customer experience.

Key Responsibilities

• Develop technical troubleshooting guides, maintenance standards, and knowledge-base content tailored for dealership channels.
• Plan, deliver and track technical certification programs for dealership technicians and frontline staff.
• Conduct product and service training sessions via online courses, webinars, or in-person workshops at dealer sites or regional events.
• Provide hands-on support through phone, email, and digital tools to resolve escalated dealer service inquiries.
• Coordinate with internal R&D, customer care, and relevant teams to accelerate root-cause analysis and permanent countermeasures.
• Track key technical issues and proactively address recurring failure modes through data-driven improvements.
• Lead, coach, and upskill the dealer support team ensuring consistent standards of communication, technical knowledge, and training quality.
• Monitor workload and coaching plans to ensure timely dealership response and partner satisfaction.
• Build a performance-driven culture with clear KPIs such as training coverage, dealer competency ratings, and technical resolution efficiency.
• Work closely with Sales, Aftersales Operations, Spare Parts, Product, Marketing, and Quality teams to ensure the service experience strengthens overall channel performance.

Qualifications

• Bachelor’s degree in Engineering, Mechatronics, or related technical discipline.
• 5+ years’ experience in field technical service, product training, technical support, or dealer network enablement.
• Strong hands-on diagnostic skills with electromechanical systems (robotics experience a plus).
• Excellent presentation, communication, and interpersonal skills; comfortable training both technical and non-technical audiences.
• Ability to travel frequently to dealer locations and channel events as needed.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Customer Service

Industries

Retail Building Materials and Garden Equipment and Computers and Electronics Manufacturing

Benefits

• Medical insurance
• Vision insurance
• 401(k)
• Disability insurance