Technical Support Manager, RTLS & Healthcare IT

CenTrak, Inc.; Pennsylvania; On-site; USD 90,000 - 120,000; Full time

Job summary

CenTrak, Inc. is seeking a Manager of Technical Support to lead a 13-person team responsible for resolving customer issues across CenTrak’s RTLS platform. You’ll guide inbound inquiries, escalations, and support needs, ensuring every ticket has an owner and a defined next step.

The role emphasizes coaching and developing team members, improving tools and processes, and collaborating with Product, Engineering and Quality to prioritize issues and maintain SLA performance.

Qualifications

• 2-4 years in Technical Support
• Experience with RTLS/Healthcare IT integrations a plus
• Experience with Embedded products and PC software
• Strong troubleshooting and debugging skills
• Good communication skills (verbal and written)
• Ability to work independently at fast pace
• Attention to detail and systematic approach
• Proficient with MS Office applications
• Customer service orientation

Responsibilities

• Effectively manage daily activities in the ticket system, diagnosing customer issues and escalations.
• Own the health of the support queue against SLAs, monitor response times and aging.
• Serve as escalation point for high-severity issues, coordinating internal responders and customer communication.
• Lead root cause analysis of systemic field problems and communicate with stakeholders.
• Manage team coverage and scheduling, including on-call rotations and PTO planning.
• Lead, coach and develop the team with regular 1-on-1s and development plans.
• Assess and grow technical capability, closing skill gaps through training and mentorship.
• Partner with Support Team Leadership to identify improvement gaps and unnecessary repetitive work.
• Encourage piloting and adoption of solutions to increase team effectiveness.
• Adhere to CenTrak policies and procedures and related manuals

Skills

2-4 years exp

RTLS healthcare IT

Embedded systems

PC software

Troubleshooting

Communication

Independent work

Attention to detail

Organization

MS Office

Customer service

Education

Bachelor’s degree in engineering/science/IT

Job description

CenTrak, Inc. is seeking a Manager of Technical Support to lead a 13-person team responsible for resolving customer issues across CenTrak’s RTLS platform. You’ll guide inbound inquiries, escalations, and support needs, ensuring every ticket has an owner and a defined next step.

The role emphasizes coaching and developing team members, improving tools and processes, and collaborating with Product, Engineering and Quality to prioritize issues and maintain SLA performance.