Technical Support Manager

ASSA ABLOY • Orlando, FL

3d

About The Position

ASSA ABLOY Global Solutions is part of the ASSA ABLOY Group, who are the global leader in access solutions. Every day, we reimagine how people move through a safer, more open world with ease. If you’ve ever walked through an automatic door, stayed in a hotel, or gone through passport control, you’ve probably used one of our products or services. We have operations in over 70 countries, with over 52,000 colleagues around the world.

Our expertise in customer journey mapping, innovation, and service design leads to the invention of new solutions that create value for our clients and exceptional experiences for their end users. And we have the fantastic opportunity available in Traka Americas for a Technical Support Manager.

Part of Global Solutions, Traka Americas is the manufacturer of one of the world's first electronic key management systems.  We are the global leader in innovative technology for sophisticated, intelligent key management systems and locker solutions. Traka operates in a wide variety of markets such as Healthcare, Education, Commercial Enterprise, Critical Infrastructure, Government, Hospitality & Gaming, and more.
Traka products and solutions solve real-world problems by securing, managing and auditing the keys and equipment at the heart of a successful operation from small business to fortune 100 companies.

Your Role in Keeping the Future in Safe Hands…

As the Technical Support Manager for Traka Americas, you will be responsible for leading and evolving our technical support function to deliver consistently high-quality, scalable, and customer-centric support experience.
This role goes beyond day-to-day supervision. You will play a key role in setting the strategic direction of the technical support program, introducing new processes, defining and tracking KPIs, and continuously improving the tools, systems, and workflows that enable world-class service delivery.
Reporting to the Technical Director, Traka Americas, you will lead the Technical Support team while working cross-functionally with Project Delivery, Field Services, Product, and Global stakeholders as needed to ensure support capabilities scale with the business. 
Why This Role Matters
The Technical Support Manager is a critical enabler of Traka’s customer promise. This role ensures that as the business grows, our support capabilities scale with it - delivering reliable, responsive, and professional service that differentiates Traka in the market.

Requirements

• 5+ years experience in technical support, service operations, and support leadership roles.
• Prior experience as a Senior Support Lead, Supervisor, or Manager in a technical environment.
• Demonstrated success improving support performance through KPIs, process changes, and tooling improvements.
• Experience operating in a matrixed or global organization preferred.
• This role requires up to 10% domestic/international travel.  Travel frequency may vary based on business needs.
• Strong technical foundation in hardware, software, networking, and diagnostics.
• Experience with software installation, configuration, and system support.
• Advanced working knowledge of Ethernet/IP networks.
• Strong people leadership, coaching, and communication skills.
• Ability to balance strategic thinking with hands-on execution.

Nice To Haves

• Background in security, access control, or related electronic systems is a plus.
• Knowledge of card reader technologies (Wiegand, OSDP) is a plus.
• Working knowledge of Microsoft SQL Server and IIS.
• College degree in a technical or related field.

Responsibilities

• Define and evolve the technical support operating model to support growth and exceed customer expectations.
• Establish, track, and continuously improve KPIs (e.g., SLA attainment, first-contact resolution, backlog health, escalation trends, customer satisfaction).
• Identify gaps in tools, systems, and processes that lead to improvements which enhance efficiency and service quality.
• Lead, coach, and develop the Technical Support team, including performance management, training, and capability building.
• Own onboarding and ongoing technical training programs in partnership with our Technical and Product teams.
• Conduct regular 1:1s, performance reviews, and development planning.
• Ensure daily operational performance meets defined SLAs and customer expectations.
• Act as the senior point of escalation for complex or business-critical customer issues.
• Balance strategic oversight with hands-on support involvement when volume or complexity requires.
• Be the face and voice for Traka Americas customer support - for end users, our partners and internally.
• Drive improvements to CRM/ticketing workflows, documentation, support resolution and knowledge management.
• Partner with global and regional teams to align on best practices and standardization where appropriate.
• Proactively identify new ways of working to improve productivity, quality, and customer experience.
• Work closely with Field Services, Project Delivery, Sales, and Service Administration to ensure seamless customer handoffs and accurate scoping of support services as needed.
• Partner with internal teams on system upgrades, releases, and major initiatives impacting support.
• Ensure safety standards, compliance, and best practices are followed across the support organization.

Benefits

• 15 days PTO in addition to federal holidays
• Health insurance
• Dental insurance
• Vision insurance
• 401k option
• Company credit card for business travel expenses (per travel and expense policy)
• Laptop
• Cell phone (for company use)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level