Group Leader -

Technical Support Department:

Technical Support Reports To:

Director, Business Intelligence & Controls and/or Chief Operating Officer Position Summary Securastock is seeking a hands-on Group Leader - Technical Support to lead a small Technical Support team while providing advanced technical support to customers throughout North America. This is a working leadership position responsible for the day-to-day coordination and technical effectiveness of a team of approximately 3-4 Technical Support employees. The Group Leader will assign and prioritize support activities, provide technical guidance, assist with escalated customer issues, develop team capabilities, and help ensure customer issues are resolved accurately and efficiently. The Group Leader will remain actively involved in troubleshooting, customer support, installations, commissioning, and field service while helping establish consistent troubleshooting methods, documentation, training, and support processes. The ideal candidate combines strong hands-on technical ability with leadership, organization, accountability, and excellent customer service skills. Primary Responsibilities Team Leadership & Coordination Lead the day-to-day activities of a Technical Support team of approximately 3-4 employees. Assign and prioritize customer support calls, service requests, installations, and other technical activities. Serve as the primary technical resource and escalation point for complex customer issues. Provide technical direction, coaching, training, and mentoring to Technical Support personnel. Monitor open service issues and help ensure timely follow-up and resolution. Promote consistent troubleshooting practices, documentation, and customer service standards. Assist management with evaluating team performance, training needs, workload, and resource requirements. Technical & Customer Support Provide advanced technical support via phone, email, remote access, and on-site visits. Troubleshoot hardware, software, networking, connectivity, and machine operation issues. Support customer installations, commissioning, upgrades, repairs, and system configuration. Assist with machine setup, software configuration, network connectivity, and peripheral devices. Participate directly in customer support and field service activities as workload requires. Ensure customer issues, resolutions, and service activities are properly documented. Continuous Improvement Develop and maintain troubleshooting guides, service procedures, and technical documentation. Identify recurring customer and product issues and work toward root-cause resolution. Work closely with Engineering, Manufacturing, Sales, and Operations to resolve customer and product issues. Recommend improvements to products, service procedures, training, and Technical Support processes based on field experience. Help develop Technical Support capabilities as Securastock products and technologies continue to evolve. Qualifications Education Associate Degree in Electrical Engineering Technology, Electronics Technology, Computer Technology, Information Technology, Industrial Technology, or an equivalent combination of education and relevant technical experience. Experience 3-5 years of technical support, field service, maintenance, installation, or troubleshooting experience. Experience supporting customers by phone, remote access, and on-site service. Experience installing, servicing, or troubleshooting industrial or electromechanical equipment preferred. Previous experience leading, mentoring, training, or directing technical personnel strongly preferred. Technical Skills Experience with many of the following technologies is preferred: Windows operating systems Ethernet, Wi-Fi, TCP/IP, and static IP configuration Network connectivity and basic network troubleshooting Industrial computers and touch-screen monitors Barcode scanners and mobile devices RFID readers and electronic access control Cameras and video systems Power supplies, batteries, and basic electrical troubleshooting Remote support software Microsoft Office ERP or inventory management systems Leadership Skills & Competencies Ability to lead, organize, and develop a small technical team. Strong technical troubleshooting and analytical abilities. Excellent customer service and communication skills. Ability to diagnose problems systematically and identify root causes. Ability to prioritize work and coordinate multiple customer and service requirements. Ability to coach employees and provide clear technical direction. Strong follow-through, organization, and attention to detail. Ability to remain hands-on while balancing leadership responsibilities. Self-motivated with a willingness to learn new products and technologies. Ability to work effectively across Engineering, Manufacturing, Sales, and Operations. Physical & Travel Requirements Ability to lift up to 50 pounds. Ability to travel approximately 15-25% for customer installations, commissioning, training, and service. Valid driver's license. About Securastock Securastock designs and manufactures intelligent inventory management systems used by industrial organizations throughout North America. Our solutions integrate industrial hardware, cloud-based software, networking, scanners, cameras, access control, and inventory management technologies to improve inventory visibility, accuracy, accountability, and operational efficiency. As Group Leader - Technical Support , you will be responsible for helping ensure the Technical Support team delivers responsive, accurate, and professional customer support while continuing to personally participate in complex troubleshooting, installations, and field service. You will play an important role in developing the team, improving support processes, and strengthening Securastock's overall technical support capabilities.

Pay:

From $20.00 per hour

Benefits:

401(k) Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

In person