Tech Support Manager

nVent•Anoka, MN

2d•Hybrid

About The Position

We’re looking for people who put their innovation to work to advance our success – and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions. This role will serve as the leader of a global technical support organization, acting as the critical technical backbone for customer support across the Data Solutions business. In this role, you will lead a high-performing team of technical experts responsible for diagnosing and resolving complex customer issues, while establishing a scalable, global support model that delivers a consistent, high-quality post-sales customer experience. This role will partner closely with Engineering, Product, Sales, and Services, as well as the dispatch/service organization responsible for all field activity. This position will reside in our Raleigh, NC facility and will be a hybrid role (4 days in the office/1 day remote).

Requirements

Bachelor’s degree in engineering or related field preferred, or related experience.
7+ years proven experience leading technical support, product support, or engineering-focused customer support teams.
Demonstrated ability to build and scale global, multi-region teams and operating models.
Experience working across Engineering, Product, and Customer-facing organizations.
Familiarity with CRM/case management tools (e.g., Salesforce) and support operations.
Experience with data center infrastructure, cooling systems, or power systems.
Track record of improving customer experience, support efficiency, and technical capability at scale.

Responsibilities

Lead and scale a global technical support organization, delivering 24/7 coverage and a consistent, high-quality customer experience.
Design and operationalize a best-in-class support model with clear ownership, escalation paths, and performance metrics that drive accountability and speed.
Serve as an escalation point for critical customer issues, ensuring rapid resolution, strong communication, and minimal business impact.
Build and develop a high-performing global team, investing in talent, capability, and technical depth.
Establish scalable support operations and infrastructure, including case intake, triage, and global workflows that ensure visibility and traceability.
Drive standardization and continuous improvement across tools, processes, and knowledge management to enhance speed, quality, and scalability.
Enable effective follow-the-sun support models, ensuring seamless global coverage and strong cross-region handoffs.
Act as the central technical leader across the ecosystem, connecting customers with Engineering, Product, Services, and Sales to accelerate resolution.
Partner with Engineering to drive root cause resolution and long-term product improvements, while feeding insights into product roadmaps and knowledge bases.
Align closely with Services to ensure end-to-end coordination, including field dispatch and execution.
Build and evolve a scalable, future-ready support function, identifying gaps and driving improvements aligned to rapid DS growth.
Leverage customer insights, case data, and trends to continuously improve products, services, and customer experience.
Elevate organizational capability through training, documentation, and technical knowledge development.