Technical Support Lead

Technical Support Lead at Power Test, LLC Technical Support Lead at Power Test, LLC in Hartland, Wisconsin Posted in 1 day ago.

Type:

full-time

Job Description:

About the Company Power Test®, LLC is an industry leader in the design, manufacture, and sale of dynamometers, heavy equipment testing systems and related data acquisition and control systems. For over 40 years, Power Test has provided specialized test equipment to manufacturers, rebuild facilities, and distributors in the mining, oil and gas, power generation, marine, trucking, construction, rail, and military markets in over 90 countries on six continents. Our headquarters and manufacturing operations are located in Sussex, Wisconsin with sales representatives worldwide. About the Role The Technical Support Lead plays a dual role as both the voice of the customer and the engine behind post-sale technical service revenue. This high-impact position leads Power Test's technical support strategy with a focus on improving response and resolution times, monetizing post-warranty and legacy support, and building a best-in-class knowledge infrastructure to empower customers and internal teams alike. In partnership with the Project Manager and platform vendors, this role is also responsible for the successful implementation, adoption, and ongoing optimization of a customer-facing ticketing system. The Technical Support Lead will guide support teams, monitor SLA performance, and ensure consistent execution of best practices that enhance customer satisfaction. This role will also drive Power Test's self-service transformation by organizing and creating troubleshooting guides, documentation, and training content that supports global field service delivery and technician development. This role is central to Power Test's customer obsession and commitment to long-term lifecycle value. Responsibilities Lead the technical support function, including Level 2 response and coordination with Level 1 support. Establish KPIs around case resolution, responsiveness, SLA adherence, and billable service conversion. Collaborate cross-functionally with Tech Support, Field Service, Engineering, and Commercial teams to resolve escalations and close feedback loops. Guide internal adoption of ticketing platform and reinforce SLA accountability across the service team. Develop training paths and knowledge assets for both internal service teams and external customers. Qualifications Bachelor's degree in engineering, technical service, or related field-or equivalent experience. Minimum 3+ years of direct field service experience, including commissioning, diagnostics, and onsite troubleshooting. 3+ years in technical support, field service, or service engineering roles. Strong technical acumen in mechanical, electrical, and controls systems. Proven ability to lead technical teams, manage escalations, and collaborate across functions. Passion for customer service, responsiveness, and continuous improvement.