Technical Support Manager
About The Position
At Potter Global Technologies, we’ve been protecting lives around the world for over 125 years—and we’re just getting started. We’re a global leader in life safety solutions, committed to saving lives through innovative technology and trusted partnerships. Our vision is for our customers to know us globally as their innovative, easy-to-do-business-with, best-in-class life-safety product partner. And our mission? With a passion for creating safer environments worldwide, our mission is to provide our customers with a team of real people that connect them with reliable expertise in life safety applications. If you're inspired by purpose, energized by collaboration, and thrive in an environment of feedback, ownership, and experimentation—you’ll feel at home here. As a Technical Support Manager, you will step into a true “Working Manager” role designed for a high‑level technical expert who thrives on both leading a team and staying hands‑on with customer support. You will oversee the daily operations of our technical support group while also serving as the go‑to expert for advanced troubleshooting, complex system questions, and the most challenging issues our customers encounter. If this sounds like the kind of impact you’re ready to make, we’d be excited to meet you — apply now.
Requirements
- Bachelor’s degree in Electrical or Mechanical Engineering, or equivalent hands‑on technical experience in a related discipline.
- 5+ years of proven experience with fire alarm systems or related life safety technologies, demonstrating strong technical depth and application knowledge.
- Experience leading technical teams or serving as a lead engineer in a collaborative, fast‑paced environment.
- Comprehensive understanding of fire alarm codes and standards (NFPA, UL), along with proficiency in CAD software (AutoCAD, Revit) and a solid foundation in networking fundamentals.
- Exceptional customer service orientation with an ownership mindset, consistently focused on finding the solution—not just answering the question.
- Ability to coach, mentor, and develop a high‑performing technical services team while driving accountability, workflow efficiency, and consistent service excellence.
- Deep understanding of fire alarm hardware, software, and system applications, with the capability to guide customers through complex technical challenges.
- Comfort serving as a true “player‑coach,” personally troubleshooting, designing, and supporting intricate system configurations when needed.
- Strong verbal and written communication skills with the ability to translate complex technical concepts into clear, actionable guidance for diverse audiences.
- Experience creating and maintaining technical documentation, including installation guides, application notes, and other customer‑facing resources.
- Ability to develop alternative learning tools—such as how‑to videos, visual guides, and step‑by‑step tutorials—to enhance customer success.
- Skilled at gathering field insights, analyzing recurring issues, and providing structured feedback to engineering and product teams to support continuous improvement.
- Proven ability to collaborate effectively with engineering, product management, sales, and manufacturing teams to resolve issues and enhance product performance.
- Strong diagnostic and root‑cause analysis skills to identify patterns, recommend solutions, and drive product or process improvements.
- Ability to manage multiple priorities, balance hands‑on technical work with leadership responsibilities, and maintain high service standards in a fast‑paced environment.
Responsibilities
- Manage and mentor a high‑performing technical services team, ensuring strong professional development, workflow efficiency, and consistent “first‑touch” success for customer inquiries.
- Lead daily operations of the technical services group, setting expectations, monitoring performance, and driving a culture of accountability and customer excellence.
- Serve as the lead subject matter expert for fire alarm hardware and software, providing authoritative guidance on system applications and product capabilities.
- Provide hands‑on support for intricate system challenges, assisting customers directly with advanced troubleshooting, technical questions, and installation support.
- Create and update technical documentation, including installation guides, application notes, and other resources that support accurate and efficient product installation.
- Develop alternative customer‑support tools, such as how‑to videos, visual walkthroughs, and other application‑focused learning materials.
- Act as a bridge between the field and the factory, using customer interactions and technical analysis to deliver actionable feedback for product improvement and innovation.
- Perform other duties as assigned to support the success of the technical services team and the broader organization.
Benefits
- Employee Ownership Program
- Competitive health, dental, and vision plans
- 401(k) with company match
- Generous paid time off and holidays
- Continuous learning and development opportunities
- Financial Wellness programs including complimentary Certified Financial Planner sessions
- Recognition programs that celebrate individual and team wins
- A mission-driven team that supports life-saving outcomes, every day
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
