Customer Success Manager

Textron • Augusta, GA

7d

About The Position

Textron Specialized Vehicles Inc. is a global manufacturer of golf cars, utility and personal transportation vehicles, professional turf-care equipment, and ground support equipment, marketed under several brands and used in settings ranging from golf courses and factories to airports, planned communities, theme parks, and hunting preserves.

The Customer Success Manager serves as the primary customer care contact for escalated technical issues and provides timely, professional, solutions-focused support to end-user customers. The role performs onsite troubleshooting of vehicles, equipment, software, connectivity, and system integration concerns; provides hands-on software support; and coordinates with product support, product development, engineering, field service, dealers, and customers to resolve problems. The position also documents issues and field findings, supports testing and validation of product and software changes, trains customers and internal teams, identifies recurring trends and recommends improvements, and travels to customer sites as needed.

Requirements

• Bachelor's degree in Engineering, Computer Science, Information Technology, Business, or a related field; an equivalent combination of technical education and relevant experience may be considered in lieu of a degree.
• At least 3 years of experience in customer support, field service, technical troubleshooting, software support, or a related technical customer-facing role.
• Proficiency with Microsoft Office applications, customer relationship management or ticketing systems, diagnostic tools, software configuration tools, and remote support platforms.
• Ability to learn proprietary product software and connected-vehicle or equipment systems.
• Strong customer communication, problem-solving, documentation, and cross-functional collaboration skills.
• Ability to troubleshoot complex technical issues in the field, translate customer feedback into actionable technical information, and manage multiple priorities.
• Ability to travel to customer locations as business needs require.

Responsibilities

• Serve as the primary customer care contact for escalated technical issues, providing timely, professional, and solutions-focused support to end-user customers.
• Perform onsite troubleshooting of vehicle, equipment, software, connectivity, and system integration concerns to identify root cause and restore customer operations.
• Provide hands-on software support, including system configuration, diagnostic testing, issue replication, user guidance, and coordination of software updates or corrective actions.
• Act as a liaison between product support, product development, engineering, field service, dealers, and end-user customers to communicate technical issues, customer needs, and resolution status.
• Document customer issues, troubleshooting steps, field observations, software behavior, corrective actions, and recommended product improvements in appropriate support systems.
• Partner with engineering and product development teams to test, validate, and provide field feedback on software releases, product enhancements, and service solutions.
• Train and support customers, dealers, and internal teams on software functionality, diagnostic processes, troubleshooting procedures, and best practices for product operation.
• Analyze recurring customer concerns and field trends to recommend improvements to product design, software performance, service procedures, and customer support processes.
• Travel to customer sites as needed to support installations, issue resolution, product evaluations, field investigations, and post-resolution follow-up.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level