Technical Services Manager Position Available In Greenville, South Carolina

Job Description:

Position Overview:

The Technical Services Manager leads theTechnical Services team, focusing on enhancing service operations,improving existing processes, developing technical documentationand procedures, and fostering employee career growth. This role isresponsible for advancing technical training programs for bothclients and internal teams, optimizing warranty processes, andleveraging technology (CRM, AI) to drive efficiency and enhancecustomer experience.

Key Responsibilities:

Team Leadership &Service Operations Oversee and manage a 24/7/365 technical supportoperation, ensuring efficient coverage, incident response, andworkload balance. Develop structured on-call rotation policies andperformance tracking to maintain high service levels. Lead anddevelop the Technical Services team, implementing KPI-drivenperformance management and career growth tracking. Oversee callrouting, issue tracking, and resolution processes to ensure highservice efficiency and customer satisfaction. Manage and improvethe warranty processing system, ensuring efficient claim handlingand resolution. Expand and maintain the Technical Services resourcelibrary and service bulletins to support troubleshooting andknowledge-sharing. Serve as the primary escalation point forcomplex customer and technical support cases. Process Optimization& Technical Efficiency Refine service workflows, enhance CRMfunctionality, and implement automation tools to optimizeoperations. Identify service trends, collaborating withengineering, R D, and product teams to improve diagnosticaccuracy, identify quality trends, and enhance customer experience.

Integrate and optimize Field Tech workflows within AI-drivensupport tools to improve service efficiency and accuracy. Training& Development Oversee the structure, execution, and continuousimprovement of technical training programs. Develop and maintain atechnician certification program to ensure standardization intechnical knowledge and service quality. Drive initiatives toenhance technical acumen across the team, integrating newengagement methods. Support internal teams (Sales, FieldTechnicians, Engineering)with ongoing technical training and bestpractices