Manufacturing Customer Success & Technical Support Manager

TASI Measurement Career•Largo, FL

1d•Onsite

About The Position

The Customer Success and Technical Support Manager is accountable for the leadership, performance and continuous improvement of Inside Sales and Technical Support functions across the Americas. The role manages a team of Sales Application Engineers and Technical Support professionals ensuring high levels of customer satisfaction, technical excellence and commercial performance. The role holds responsibility for inside sales performance, technical support delivery, forecasting accuracy, and cross-functional collaboration with Regional Sales Managers, Manufacturing and the wider TASI Measurement group.

Requirements

Proven experience leading inside sales and/or technical support teams within a technical or engineering-led environment.
Strong commercial acumen with experience of sales forecasting, pipeline management and revenue delivery.
Demonstrated ability to lead, motivate and develop high-performing teams.
Strong stakeholder management skills with the ability to influence across functions and regions.
Excellent written and verbal communication skills.
Strong problem-solving, decision-making and time management capabilities.
Degree qualified in Engineering or a related technical discipline, or equivalent industry experience.
Strong working knowledge of CRM, ERP/MRP systems and Microsoft Office applications.
Experience with Microsoft PowerBI Applications preferred
Experience operating in a North American sales and service environment.
Demonstrates strong leadership, accountability, adaptability and integrity, with the ability to manage change, make sound decisions and lead by example in line with Pulsar Measurement’s values.

Responsibilities

Provide direct leadership and line management for all Inside Sales, Technical Support staff across the Americas, including recruitment, onboarding, performance management, development and succession planning.
Set, monitor and report on key performance indicators (KPIs) for inside sales and technical support ensuring service levels and commercial targets are consistently met.
Plan, prioritise and allocate resources to ensure effective workload management and timely customer response.
Own technical support service delivery, including escalation management, root cause analysis and continuous improvement initiatives.
Act as the primary escalation point for complex customer, technical or service-related issues.
Oversee ERP and tech support case development activities, ensuring data accuracy, process compliance and effective reporting.
Company will be implementing a CRM system this year. This role will be part of the evaluation, selection and implementation team ensuring effective utilization of the CRM.
Build strong working relationships with Regional Sales Managers, manufacturing teams in Long Sault (Canada), and other internal stakeholders to support sales growth and customer satisfaction.
Drive continuous improvement in customer experience, internal processes, systems usage and team capability.
Ensure compliance with relevant company policies, quality standards, health and safety requirements, and data protection obligations.
Participate in sales strategy discussions, operational reviews and cross-functional improvement initiatives.