Technical Support & RMA Lead — On-site (Charlotte) | 401K

Teguar Corporation; Charlotte (NC); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Relocation assistance

401K matching

HRA (health reimbursement)

Life & AD&D insurance

Supplemental insurance plans

Gym membership

Paid holidays & PTO

Birthday PTO & Volunteer Day

Culture committee program

Employee referral bonus

Job summary

Teguar Corporation, based in Charlotte, NC, seeks a Technical Customer Support & RMA Manager to lead its technical support and repairs teams on-site. You will drive processes, metrics, and a scalable operation to deliver reliable service in demanding environments while coordinating with Sales, Product, and Quality teams.

The role requires a Bachelor’s in a related field or 7+ years of equivalent experience, plus 4+ years in technical support or repair operations, with a track record of KPI-based

Qualifications

• 4+ years of experience in technical support, service operations, or repair services.
• Experience managing both a customer-facing Technical Support team and an RMA/Repair Services operation.
• Proven experience developing KPIs and improving service performance metrics.
• Experience with industrial, medical, embedded, or computer hardware products.
• Eligible to work in the United States without visa sponsorship.
• On-site work preferred.
• Knowledge of export related governmental regulation.
• ISO 9001 and/or ISO 13485 experience.
• Up to $10,000 relocation assistance for the right candidate.

Responsibilities

• Lead daily operations of the Technical Support and RMA/Repair services departments.
• Manage team performance, staffing, training, coaching, and employee development.
• Build scalable processes for intake, triage, escalation, documentation, automation rollout, and handoffs with Sales, Product Management, Operations, Quality, and Fulfillment.
• Establish and monitor KPIs including response times, repair turnaround times, backlog, service quality, and customer satisfaction.
• Oversee customer escalations and ensure timely resolution of technical issues, repairs, returns, and exchanges.
• Analyze service trends and customer feedback to identify improvement opportunities and product quality concerns.

Skills

Technical leadership

KPIs & metrics

Team staffing

Customer service

Process improvement

Communication

Education

Bachelor's degree in Business/IT or related field

7+ years experience in lieu of education

Job description

Teguar Corporation, based in Charlotte, NC, seeks a Technical Customer Support & RMA Manager to lead its technical support and repairs teams on-site. You will drive processes, metrics, and a scalable operation to deliver reliable service in demanding environments while coordinating with Sales, Product, and Quality teams.

The role requires a Bachelor’s in a related field or 7+ years of equivalent experience, plus 4+ years in technical support or repair operations, with a track record of KPI-based