Technical Service Manager

Primary Duties and 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

Education and Experience Profile

• 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

Required Skills

• 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

Work Environment

• Fast-paced, customer-focused environment with high visibility across the business
• Regular interaction with internal teams, external partners, and customers
• May require occasional travel for training, product launches, or field support