Technical Support Manager

Job Posting Location: Rockbridge, VA

Posting Start Date: 7/18/25

Req Id: 3941

Required Travel: 0 - 30%

Remote, Onsite or Hybrid?: Remote

At Modine, we are engineering a cleaner, healthier world. Building on more than 100 years of excellence in thermal management, we provide trusted systems and solutions that improve air quality and conserve natural resources. More than 13,000 employees are at work in every corner of the globe, delivering the solutions our customers need, where they need them. Our Climate Solutions and Performance Technologies segments support our purpose by improving air quality, reducing energy and water consumption, lowering harmful emissions and enabling cleaner running vehicles and environmentally-friendly refrigerants. Modine is a global company headquartered in Racine, Wisconsin (USA), with operations in North America, South America, Europe and Asia. For more information about Modine, visit www.modine.com.

Position Description

The Technical Support Manager is responsible for leading and managing the technical support team dedicated to providing expert assistance for data center cooling systems. This role combines leadership, technical expertise, and customer engagement to ensure high-quality support, efficient troubleshooting, and continuous process improvement. The Manager oversees the interface between customers, field technicians, internal departments, and external partners, ensuring issues are resolved promptly, support standards are maintained, and customer satisfaction is maximized.

Key Responsibilities

• Lead, develop, and motivate the technical support team, ensuring they are trained on the latest product lines, technical procedures, and customer service standards.
• Manage technical support operations, including troubleshooting, diagnostics, testing, and diagnostics of complex cooling equipment.
• Oversee warranty support, warranty claim processing, and cost minimization efforts related to service and back charges.
• Collaborate closely with Engineering, Quality Assurance, Product Development, and Sales teams to communicate customer feedback and resolve product issues.
• Develop and monitor KPIs related to customer satisfaction, support efficiency, technical resolution times, and quality standards.
• Support the rollout of process improvements, new product launches, and quality initiatives in collaboration with factory and quality teams.
• Ensure compliance with health and safety standards, environmental regulations, and company policies.
• Maintain detailed documentation of all customer interactions, technical issues, resolutions, and warranty transactions.
• Foster a professional, positive, and customer-focused support environment.

Required Education & Qualifications

• Bachelor's degree in Mechanical, Electrical, HVAC/R Engineering, or related technical or field experience.
• Minimum of 10 years' experience supporting HVAC, refrigeration, or industrial cooling systems, ideally in data center or critical infrastructure environments.
• Demonstrated leadership or supervisory experience in technical support or engineering roles.
• Hands-on experience with factory testing, commissioning, and troubleshooting.

Skills/Knowledge/Abilities:

• Strong troubleshooting abilities with experience diagnosing complex mechanical, electrical, and control system issues.
• Excellent communication skills-able to explain technical concepts clearly to customers, technicians, and internal teams at varying levels of expertise.
• Ability to develop KPIs, support performance reviews, and implement continuous improvement initiatives.
• Organized, proactive, and capable of managing multiple priorities independently.

Why Choose Modine?

Health & Well-being:

Day One

• Competitive health, dental & vision insurance coverage
• Employee Assistance Program (EAP)

After 90 days of continuous employment

• Maternity Leave (12 weeks at 100% pay)
• 8 weeks of short term disability leave paid at 100%
• 4 weeks of paid parental leave paid at 100%
• Paternity Leave (4 weeks at 100% pay)

Financial Benefits:

• 401k Retirement plan and company paid match
• Life Insurance
• Health Savings Account (HSA) with employer contribution
• Flexible Spending Accounts (FSA)
• Short Term Disability (company paid)
• Long Term Disability

Work-Life Balance:

• Competitive time-off policies
• Tuition Reimbursement

To view full benefits information: MyModine Benefits |

Modine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. Modine provides a competitive benefit package, which could include paid vacation, short term disability, 401(k), health, dental, vision, life insurance, flex spending benefits, tuition reimbursement, Health Savings Account and much more. Human Resources will provide more detail upon your hiring.