Pay Growth
?
out of 5
Not enough data
Not enough info to score pay or growth
Technical Support Manager - HVAC Construction
Job
Warmboard Inc.
Scotts Valley, CA (In Person)
$125,000 Salary, Full-Time
Review key factors to help you decide if the role fits your goals.
Job Security
?
out of 5
Not enough data
Calculating job security score...
Total Score
60
out of 100
Average of individual scores
Skill Insights
Compare your current skills to what this opportunity needs—we'll show you what you already have and what could strengthen your application.
Job Description
Technical Support Manager - HVAC Construction Warmboard Inc. Scotts Valley, CA Job Details Full-time $110,000 - $140,000 a year 2 days ago Benefits Health insurance Dental insurance 401(k) Paid time off Employee assistance program Vision insurance 401(k) matching Life insurance Qualifications Managing technical support teams Teamwork Technical support via phone Phone communication Residential construction Incident Escalation Team development Problem-solving Hardware support Training & development Process management Client interaction via phone calls Full Job Description Technical Support Manager Warmboard Inc., located in Scotts Valley, is the number one radiant floor heating brand in North America. We're renowned for the quality and performance of our products. The ideal candidate has hands-on experience in residential construction. In addition to general construction knowledge, they will have knowledge of all aspects of HVAC, but especially radiant floor heating, boilers, heat pumps, air conditioning, ERV and HRV technologies, as well as the controls that are applied to these systems. What you'll do: Team Leadership & Execution Lead ongoing training and development of Technical Support team members Coach the team to deliver high-quality technical support Serve as an escalation point for complex issues, stepping in directly when needed to support customers and the team Guide day-to-day execution, ensuring issues are handled efficiently based on complexity Technical Support Operations Oversee daily support across phone and email channels, with a strong emphasis on a phone-first support model Build and reinforce best practices for handling real-time customer interactions over the phone, including troubleshooting, communication, and de-escalation Act as a hands-on leader, stepping in during peak times and complex situations Drive effective troubleshooting across hardware, software, and system-related issues Own and optimize case management workflows to improve resolution speed and consistency Process & Cross-Functional Collaboration Partner with Product, Engineering, and Quality to improve troubleshooting workflows and system reliability Build and manage Help Center and knowledge base content to improve self-service and internal support Identify trends and provide feedback to drive product and process improvements Reporting & Continuous Improvement Analyze support metrics to identify gaps and improve performance Forecast staffing needs and ensure proper coverage Continuously refine processes, tools, and documentation to improve efficiency and scale Continuously look for opportunities to streamline workflow, automate repetitive tasks, and enhance customer experience Who you are: 5+ years of experience in technical support or support engineering 3+ years leading teams in a hardware + software environment Strong hands-on troubleshooting across devices, systems, and integrations Experience in a phone-first support environment with real-time coaching Proven ability to build and scale support processes, workflows, and infrastructure Strong understanding of case management, escalations, and SLA-driven support Experience building and maintaining Help Center / knowledge base content Ability to partner with Engineering, Product, and Business Systems Analytical mindset with a focus on improving performance through data