Tech Team Leader

Holley Performance • Bowling Green, KY

3d • Onsite

About The Position

The Technical Sales & Service Team Lead provides leadership and support for a team of Technical Sales and Support Technicians. This role is responsible for driving team performance, supporting day-to-day operations, and ensuring delivery of a premium customer experience. The Team Lead oversees a team of approximately 10 technicians who handle inbound customer calls, provide technical support, and generate sales. This is a highly visible role focused on coaching, developing team members, and fostering a customer-first culture while continuously improving processes and performance through data-driven insights.

Requirements

• High school diploma or GED required
• Strong passion for the automotive industry with relevant technical experience
• Experience working in a technical call center environment
• Proven ability to coach, mentor, and develop team members
• Strong leadership, interpersonal, and emotional intelligence skills
• Ability to clearly communicate and teach technical product information
• Excellent verbal and written communication skills
• Strong attention to detail and problem-solving abilities
• Demonstrated dependability, flexibility, and strong work ethic

Nice To Haves

• Prior leadership experience in a technical sales or support environment
• Experience working with performance automotive products
• Familiarity with KPI-driven environments and performance metrics
• Experience driving process improvements and customer experience enhancements

Responsibilities

• Lead, coach, and develop a team of Technical Sales & Support Technicians
• Provide ongoing feedback, performance management, and career development support
• Maintain and execute training and development plans for all team members
• Foster a high-performance, customer-focused team culture
• Monitor and manage team performance to meet or exceed key performance indicators (KPIs)
• Support daily operations, including inbound calls and email inquiries as needed
• Assist with assignment and completion of customer-generated email requests
• Ensure consistent and fair application of performance management practices
• Support technicians with complex technical issues to ensure excellent customer outcomes
• Handle customer escalations and drive timely resolution
• Promote and reinforce a “customer-first” mindset across the team
• Identify opportunities to enhance the overall customer experience
• Act as a liaison between Customer Engagement Center leadership, technicians, and cross-functional teams
• Communicate insights and feedback from the sales floor to leadership
• Ensure alignment and information sharing across departments
• Analyze performance data to identify trends and improvement opportunities
• Recommend enhancements to processes, policies, and procedures
• Maintain strong product knowledge and support team technical development
• Complete ad hoc reporting and other duties as assigned

Benefits

• Competitive medical, dental, and vision coverage starting day one
• 401(k) with company match
• Paid time off and 9 paid holidays
• Employee Assistance Program (EAP)
• Company-paid life and short-term disability insurance
• Employee discounts on Holley Performance Brands products, events, and partnerships
• Education Assistance program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED