Support Manager

Optomec Inc•Saint Paul, MN

7d•Remote

About The Position

Position Summary: Lead and manage field support operations and dispatch oversight without performing customer on-site visits. Own SLA performance, ticket lifecycle in Salesforce Service Cloud, technician coaching, vendor coordination, and customer-facing escalation communications handled remotely. Key Responsibilities: Oversee daily field operations: dispatch coordination, schedule management, monitor technician performance and on-site activity remotely. Manage ticket lifecycle in Salesforce: ensure triage, accurate assignment, status updates, resolution documentation, and timely closures. Own SLA compliance and escalation processes; configure and enforce Milestones/Entitlements and automated alerts. Interface with customers and stakeholders remotely for escalations, status updates, and major incidents via phone/email/video. Develop, document, and enforce SOPs, checklists, and field tooling best practices for technicians. Coach, train, and evaluate field technicians; conduct performance reviews and drive first-time-fix improvements. Oversee parts inventory and vendor relationships; coordinate “waiting on parts” workflows and vendor SLAs. Produce and present operational reports and dashboards (SLA compliance, MTTR, FTF rate, utilization, CSAT). Lead post-incident reviews for P1/P2 incidents and implement corrective actions and knowledge-base updates. Maintain safety, privacy, and compliance standards; ensure technicians follow on-site safety protocols.

Requirements

4+ years managing field service or technical support teams with dispatch/field technicians.
Hands-on experience using Salesforce Service Cloud (ticketing, flows, entitlements/milestones, reports/dashboards).
Strong understanding of SLA design/enforcement and escalation matrices.
Excellent remote customer-facing communication skills; experience managing escalations virtually.
Proven coaching and people-management skills.
Comfortable working remotely and coordinating field activities without on-site customer visits.

Nice To Haves

Experience with mobile field tools (Salesforce Mobile, Field Service Lightning).
Technical background in relevant equipment or systems serviced by your organization.
Experience with inventory/parts management and vendor coordination.
Certifications: ITIL Foundation or equivalent service management certification.

Responsibilities

Oversee daily field operations: dispatch coordination, schedule management, monitor technician performance and on-site activity remotely.
Manage ticket lifecycle in Salesforce: ensure triage, accurate assignment, status updates, resolution documentation, and timely closures.
Own SLA compliance and escalation processes; configure and enforce Milestones/Entitlements and automated alerts.
Interface with customers and stakeholders remotely for escalations, status updates, and major incidents via phone/email/video.
Develop, document, and enforce SOPs, checklists, and field tooling best practices for technicians.
Coach, train, and evaluate field technicians; conduct performance reviews and drive first-time-fix improvements.
Oversee parts inventory and vendor relationships; coordinate “waiting on parts” workflows and vendor SLAs.
Produce and present operational reports and dashboards (SLA compliance, MTTR, FTF rate, utilization, CSAT).
Lead post-incident reviews for P1/P2 incidents and implement corrective actions and knowledge-base updates.
Maintain safety, privacy, and compliance standards; ensure technicians follow on-site safety protocols.