Manager, Technical Product Support

About the position

Lead ARO North America product technical support team and oversee the people and processes responsible for answering technical questions, making product recommendations, educating distributors and customers and resolving customer issues. As leader you will develop processes and perform daily work to ensure all requests are documented and responded to in a timely manner delivering a high level of customer satisfaction. The Product Technical Support Manager is the primary point of contact for technical support, troubleshooting and training and interacts with customers, distributors and sales team members by phone, email, chat and face to face meetings. The Product Technical Support Manager will utilize standard work and problem-solving techniques to drive performance improvements.

Responsibilities

• Develop and lead the Technical Support team through recruiting, developing and coaching.
• Work collaboratively with Sales and Sales Enablement to develop and conduct in-house and in-field trainings for distributors, end customers and internal employees regarding our products and applications.
• Develop, deploy and measure work processes as it relates to tech support, training, warranty and claims.
• Act as back up for all department tasks during times of high demand.
• Ensure you and your team stay current on ARO products including technical specifications, applications, limitations, competitive technologies and troubleshooting guidelines.
• Point of escalation for customers, partners and sales team for urgent matters.
• Work collaboratively across the business including taking an active role in implementing Impact Daily Management.

Requirements

• Bachelor's Degree in Engineering, Business Administration or experience in lieu of education
• 3-5 years of experience in application engineering, technical support, troubleshooting

Benefits

• Health care options including medical and prescription plans
• Dental and vision coverage
• Wellness programs
• Life insurance
• 401(k) plan
• Paid time off
• Employee stock grant