Technical Service Manager
About The Position
The Technical Service Manager is responsible for leading the delivery of high-touch, expert-level technical support for a premium luxury hardware brand. This role oversees technical operations, escalations, and product expertise while ensuring service levels and performance standards are consistently achieved across all customer interaction channels. This role partners cross-functionally with Engineering, Product Management, Sales, Quality, and Marketing to resolve complex issues, influence product improvements, and support successful product launches, while driving operational excellence and customer satisfaction.
Requirements
- 5–8+ years of experience in technical support, customer service, or product-focused roles
- 2–4+ years of leadership experience (supervisor, lead, or manager level) with direct responsibility for team performance and outcomes
- Proven experience managing technical escalations and complex customer issues
- Experience working with mechanical and/or electronic hardware products preferred
- Demonstrated ownership of service levels, queue performance, or operational metrics in a contact center or service environment
- Advanced troubleshooting and problem-solving capabilities across mechanical and electronic hardware systems
- Strong understanding of product applications, installation processes, and technical diagnostics
- Ability to manage and resolve complex technical escalations with sound judgment and accuracy
- Proficiency in CRM platforms (Salesforce preferred) and service management tools
- Proven ability to lead, coach, and develop high-performing technical service teams
- Strong performance management skills, including driving accountability to service levels (SLAs) and quality standards
- Ability to prioritize, delegate, and manage multiple workflows in a fast-paced environment
- Experience building a culture of continuous improvement and operational excellence
Responsibilities
- Own and manage service levels (SLAs) across phone, email, chat, and case management channels
- Monitor daily/weekly/monthly performance for response time, resolution time, and backlog levels
- Drive improvements in queue health, staffing alignment, and workload balancing
- Provide performance reporting and actionable insights to leadership
- Serve as the highest-level escalation point for complex technical issues
- Oversee Tier II/III support processes to ensure timely and accurate resolutions
- Define troubleshooting standards for installation, repair, and product application
- Partner with Engineering and Quality to resolve root causes and systemic issues
- Develop and execute technical training for customer care, sales, and partners
- Maintain product knowledge resources and documentation
- Ensure team expertise across mechanical, electronic, and smart hardware solutions
- Own and maintain technical documentation, troubleshooting guides, and escalation workflows
- Analyze trends in escalations to identify root causes and recommend improvements
- Provide technical consultation for field sales and partners
- Serve as a subject matter expert for luxury hardware solutions and product selection in high end / complex applications
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
