Technical Support Manager

Purpose of Role
The Technical Support Manager is responsible for deployment, and ongoing support of Rehrig Pacific's Direct-to-Store Delivery (DSD) technology solutions. This role is accountable for delivering exceptional customer experience by ensuring successful implementations, timely issue resolution, strong service performance, and continuous process improvement. As a trusted technical and business expert, the Technical Support Manager collaborates with customers and internal stakeholders to maximize solution effectiveness and support business growth.
Areas of Accountabilities
Leadership
Coach, mentor, and lead team members and Rehrig Pacific employees in accordance with our Core Values, Mission, and Strategic Vision to build a high performing and customer focused team.
Champion our Diversity, Inclusion, and Belonging initiative, advancing the cause of every family member feeling like they belong.
Leveraging the Learning & Development resources, further the development and growth of team members.
Establish team performance goals, monitor key metrics, and drive achievement of department objectives.
Implementation
Manage implementation schedule, monitor progress, risks, and resource requirements to ensure successful customer deployments.
Provide guidance to customers and the team on implementation setup and establish best practices for software and hardware configuration.
Liaison with customer and IT resources to ensure APIs are established according to specifications.
Work collaboratively with New Product Development (NPD) and Integrated Solutions (IS) to transition new technology solutions to commercialization.
Technical Support
Establish, monitor, and improve service level agreements (SLAs), support performance metrics, and customer response objectives.
Develop data integrity processes for machine learning models and coordinate software user acceptance testing efforts.
Develop and refine necessary documentation (implementation questionnaires, checklists, internal installation, and training guides).
Partner with NPD and Operations to resolve complex technical issues and improve solution performance.
Customer Service
Monitor customer satisfaction and proactively address service concerns to promote long-term customer success and retention.
Support the development and maintenance of customer-facing knowledge base content, training materials, and self-service resources.
Collaborate with customers to facilitate feedback on software releases/enhancements and contribute to content needed for customer self-service.
Continuous Improvement
Lead continuous improvement and standardization efforts across implementation and support to improve team effectiveness, customer experience, scalability, and operational efficiency.
Knowledge, Skills, and Experience
Bachelor’s degree in Engineering, MIS, Computer Science, or a related technical field.
5+ years of experience in customer support, technical support, implementation, or a related technology function.
3+ years of experience managing technical or support professionals.
Strong leadership, communication, problem-solving, and root-cause-analysis skills.
Experience managing multiple projects, priorities, and resource requirements simultaneously.
Working knowledge of enterprise technology solutions, including RFID, IoT, software applications, APIs/integrations, Machine learning models, databases, and Linux-based environments.
Ability and willingness to travel up to 30%.

Work arrangement
Yes