Technical Support Manager

AIS•Leominster, MA

2d•$90,000 - $110,000•Onsite

About The Position

The Manager of Technical Support is responsible for leading and developing the Technical Support team while ensuring exceptional support is provided to AIS dealers, designers, sales representatives, installers, and internal departments. This role serves as the central point of expertise for product applications, installation support, troubleshooting, specifications, and field-related technical issues. The Manager of Technical Support will drive issue resolution, identify and communicate product and process improvement opportunities, develop technical knowledge resources, and partner with cross-functional teams to improve the overall customer and dealer experience.

Requirements

Bachelor's degree or equivalent combination of education and experience.
Minimum 5 years of experience in office furniture installation, product support, field services, customer support, or related technical environment.
Minimum 3 years of leadership or supervisory experience.
Strong understanding of office furniture products, installation process, specifications, and project execution.
Demonstrated ability to troubleshoot technical and installation-related issues and identify root causes.
Excellent verbal, written, and presentation communication skills.
Strong organizational skills with the ability to manage multiple priorities and deadlines.
Experience utilizing Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
Ability to build relationships and collaborate effectively across departments and with external partners.
Strong analytical, problem-solving, and decision-making skills.
Customer-focused mindset with a high sense of urgency and accountability.

Nice To Haves

Experience supporting dealer networks within the office furniture industry.
Familiarity with CET, AutoCAD, or related specification and design tools.
Experience developing training programs and technical documentation.
Knowledge of Lean, Continuous Improvement, or Quality Management methodologies.
Experience managing support metrics, reporting, and service-level performance

Responsibilities

Lead, coach, and develop the Technical Support team to deliver timely, accurate, and professional support to internal and external customers.
Establish performance metrics, service levels, and team objectives aligned with company goals and customer expectations.
Foster a culture of accountability, continuous improvement, dealer focus, and technical excellence.
Manage team workloads, priorities, staffing requirements, and resource allocation.
Serve as the escalation point for complex technical inquiries, installation challenges, and product-related issues.
Ensure effective support is provided to dealers, designers, sales representatives, installers, end users, and internal departments.
Develop strong relationships with dealer partners and establish Technical Support as a trusted resource for product and installation expertise.
Support critical projects, high-profile installations, and strategic customer initiatives as needed.
Maintain deep technical knowledge of AIS products, applications, installation practices, and industry standards.
Lead troubleshooting efforts to identify root causes of product, installation, specification, and application-related concerns.
Create and maintain technical documentation, troubleshooting resources, FAQs, and knowledge base content.
Collaborate with Customer Service, Sales, Engineering, Manufacturing, Quality, Product Line Management, and Field Services to ensure alignment and timely issue resolution.
Participate in new product launches by developing support processes, training materials, and technical resources.
Analyze support trends, customer feedback, and performance metrics to identify improvement opportunities.
Develop reports and dashboards related to support volume, issue categories, resolution effectiveness, and team performance.