Technical Support Manager — Lead RTLS & Healthcare IT Team

Halma plc; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

CenTrak is seeking a Manager of Technical Support to lead a 13-person team responsible for resolving customer issues across the RTLS platform. You will guide responses to inquiries, escalations, and support needs while investing in team development and building tools and processes with leadership.

You will own queue health, maintain visibility on cases, and coordinate with Product, Engineering and Quality to prioritize issues.

Qualifications

• Bachelor's degree in Electrical or Computer Engineering, Software Engineering, Computer Science or Information Technology required.
• 2-4 years of experience in a Technical Support role interfacing with customers required.
• Experience with RTLS and Healthcare IT Integrations is a plus.
• Experience supporting Embedded products and PC software is a plus.
• Must demonstrate strong troubleshooting and debugging skills.
• Good communication skills both verbal and written.
• Ability to work independently at a fast pace and produce quality work.
• Ability to be organized and follow a systematic method of performing a task.
• Proficient with Microsoft Office applications.
• Customer / Client service orientation. Driven to meet or exceed consumer expectations.

Responsibilities

• Effectively manage daily activities in the ticket system, diagnose customer issues and support escalations, ensure each ticket has an owner and defined next steps.
• Own the health of the support queue against SLAs, monitor response/resolution times and aging.
• Serve as the escalation point for high-severity issues, coordinating internal responders and maintaining customer communication.
• Lead root cause analysis of systemic field problems and advocate for the customer with Product/Engineering/Quality.
• Manage team coverage and on-call rotations, PTO planning and ensure consistent support availability.

Skills

Technical Support

Troubleshooting

Customer service

Communication

MS Office

Education

Bachelor's degree in Electrical/Computer/Software/IT

Tools

RTLS knowledge

Job description

CenTrak is seeking a Manager of Technical Support to lead a 13-person team responsible for resolving customer issues across the RTLS platform. You will guide responses to inquiries, escalations, and support needs while investing in team development and building tools and processes with leadership.

You will own queue health, maintain visibility on cases, and coordinate with Product, Engineering and Quality to prioritize issues.