Technical Support & Repair Operations Leader

Brady Canada; Salt Lake City (UT); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

Paid time off

Parental leave

Scholarship program

Employee Resource Groups

Job summary

PDC, part of Brady Corporation, seeks a strategic Manager of Technical Support & Printer Repair to lead a hybrid team across Utah and Pennsylvania. You will design SOPs, streamline repair workflows, and drive KPI-driven improvements while ensuring top-tier customer experience.

The role requires strong leadership, healthcare IT awareness, and a track record of operational excellence in post-sales support. Travel up to 20% is expected.

Qualifications

• 3+ years of management experience, including leading other leaders.
• BS in Computer Science, Engineering, or related field.
• Deep understanding of enterprise high-security environments or Healthcare IT preferred.
• 5+ years in technical support or related customer-facing roles.
• Familiarity with barcode scanning, RFID, thermal printing, data capture, mobile workstations, and wireless networking.
• Willingness to travel up to 20% ( Utah & Pennsylvania ).

Responsibilities

• Lead and mentor a team of Technical Support Representatives and a Support & Repair Supervisor.
• Design, write, and implement SOPs for tech support and printer repair.
• Oversee daily tech support operations and ensure SLA targets.
• Identify training needs and build career development plans.
• Collaborate with Product Management, Engineering, QA to drive improvements.

Skills

Leadership depth

People management

Coaching

Strategic direction

Process design

Education

Bachelor's degree in Computer Science, Engineering, or related field

Job description

PDC, part of Brady Corporation, seeks a strategic Manager of Technical Support & Printer Repair to lead a hybrid team across Utah and Pennsylvania. You will design SOPs, streamline repair workflows, and drive KPI-driven improvements while ensuring top-tier customer experience.

The role requires strong leadership, healthcare IT awareness, and a track record of operational excellence in post-sales support. Travel up to 20% is expected.