Technical Support Manager
About Us
When hospitals, schools, hotels, and even music festivals need to identify the people coming through their doors, they rely on PDC's expertise and solutions. As part of Brady Corporation's global portfolio of brands, PDC is a leader in identification solutions serving healthcare, government, education, entertainment, and hospitality. PDC's breadth of products, from patient identification to music festival wristbands, are an integral part of Brady's identification solutions.
Brady Corporation has a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace, and more. As of July 31, 2025, Brady employed approximately 6,400 people worldwide with fiscal 2025 sales of approximately $1.51 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC.
About the Role
PDC is seeking a strategic, process-driven Manager of Technical Support & Printer Repair to oversee hardware and software support operations. In this critical leadership role, you will be the operational engine behind post-sales success, ensuring customers experience minimal downtime and receive exceptional service. You will manage a hybrid organization, directly leading a team of technical support representatives while also providing mentorship and strategic direction to a Supervisor who oversees day-to-day tier-one support and printer repair technicians.
Beyond people leadership, this role focuses heavily on operational excellence: designing, writing, and implementing standard operating procedures (SOPs) for troubleshooting software, repairing hardware, and delivering seamless service at scale.
Responsibilities
- Team Leadership & Development
- Directly manage a team of Technical Support Representatives while mentoring and guiding a Support & Repair Supervisor.
- Foster a culture of continuous learning, empathy, and high performance through coaching and development.
- Hold meaningful 1-on-1s, provide constructive feedback, and help team members build clear career development plans.
- Identify skill gaps and organize training sessions to level up technical knowledge and customer service skills.
- Recruit, onboard, and set up new hires for long-term success while fostering a collaborative, customer-first environment.
- Process Engineering & Documentation
- Design, document, and publish comprehensive SOPs for the technical support desk and printer repair depot.
- Streamline workflows to eliminate operational bottlenecks between support and repair teams.
- Build processes for seamless transitions from software troubleshooting to hardware repair RMA.
- Define, track, and optimize KPIs and SLAs for ticket resolution, repair turnaround times, and customer satisfaction.
- Technical Support Operations
- Oversee daily tech support operations to ensure customer requests are logged, tracked, and resolved efficiently.
- Monitor response times and KPI metrics to ensure an excellent customer experience.
- Review support tickets and customer feedback to identify recurring technical issues and proactive solutions.
- Build and maintain a technical knowledge base to document troubleshooting procedures and best practices.
- Escalation & Customer Experience
- Serve as the primary escalation point for critical customer issues involving hardware, software, or workflow disruptions.
- Communicate complex technical realities with empathy and clarity to stressed customers.
- Balance customer urgency with team capacity to prioritize tasks effectively and prevent burnout.
- Cross-Functional Collaboration
- Champion customer and field team realities to Product Management, Engineering, Development, and QA.
- Advocate for support and field needs in cross-functional meetings to prioritize product bugs and technical flaws.
- Drive long-term product updates by translating daily field and support insights into actionable feedback.
Requirements
- Proven Leadership Depth
- 3+ years of management experience, with a track record of leading other leaders or managing supervisors.
- Proven ability to delegate effectively and mentor others into strong managers.
- Education
- BS in Computer Science, Engineering, or a related technical field (or equivalent practical field engineering experience).
- Domain Expertise
- Deep technical understanding of enterprise high-security environments, clinical networks, or the Healthcare IT ecosystem is highly preferred.
- Technical Competencies
- 5+ years of experience in technical sales, field engineering, technical support, or a similar customer-facing role.
- Familiarity with barcode scanning, RFID, thermal printing, data capture, mobile workstations, and wireless networking.
- Experience navigating complex healthcare IT environments, clinical workflows, and EHR integrations (e.g., Epic, Cerner, Meditech) is preferred.
- Solid grasp of customer-facing technical support operations, including tracking SLAs, optimizing ticketing workflows, handling high-stress escalations, and maintaining technical documentation.
- Communication & Travel
- Exceptional ability to translate complex technical realities into simple terms for non-technical clients while remaining credible to engineering teams.
- Ability to travel up to 20% of the time, primarily between operations in Utah and Pennsylvania.
Benefits
- Comprehensive insurance coverage (medical, dental, vision) starting on your first day of employment.
- Generous 401(k) with company match.
- Paid time off and holidays.
- Incentive programs for all full-time employees.
- Family planning benefits, including paid parental leave, fertility coverage, adoption, and surrogacy assistance.
- Education reimbursement opportunities.
- Scholarship program for children of Brady employees.
- Employee Resource Groups for networking, development, and volunteer opportunities.
- Employee Assistance Program and wellness programs (mental/behavioral health, family counseling, financial management).
- Dress-for-your-day dress code.
- Charitable contributions matched through Brady's Matching Gift program.