Technical Support Manager
Location: Mt. Crawford, VA
Department: Technical Support
Reports To: VP of Operations and Engineering
Key Responsibilities
- Lead and support the Technical Support team, ensuring timely and high-quality customer assistance.
- Provide direct technical support for PMI products, software, and field applications.
- Act as the primary liaison between customers, Engineering, and Software Development.
- Document, track, and analyze technical issues and recurring problems.
- Contribute to testing and feedback during product development and updates.
- Create and maintain internal technical documentation and knowledge base content.
- Identify process improvements to enhance efficiency and customer satisfaction.
- Occasional overnight travel may be required.
What We're Looking For
- Strong PC troubleshooting skills, including driver, communication, and security issues.
- Proven experience in customer technical support or IT systems support.
- Excellent problem-solving and communication skills.
- Networking skills
- Technical writing or documentation experience a plus.
- Technical college degree preferred
- Electrical background or experience with electric utilities is a plus but not required.
Benefits
- Medical, Dental, and Vision Insurance
- Health Savings Account (HSA)
- Supplemental Insurance Options
- Company-paid Life Insurance
- Paid Time Off (PTO)
- 401(k) with Company Match
- Education Reimbursement
- 529 College Savings Contribution Matching
