Purpose of Role The Technical Support Manager is responsible for deployment, and ongoing support of Rehrig Pacific's Direct-to-Store Delivery (DSD) technology solutions. This role is accountable for delivering exceptional customer experience by ensuring successful implementations, timely issue resolution, strong service performance, and continuous process improvement. As a trusted technical and business expert, the Technical Support Manager collaborates with customers and internal stakeholders to maximize solution effectiveness and support business growth.
*Must be located in Dallas, TX or Kenosha, WI.
Areas of Accountabilities Leadership - Coach, mentor, and lead team members and Rehrig Pacific employees in accordance with our Core Values, Mission, and Strategic Vision to build a high performing and customer focused team.
- Champion our Diversity, Inclusion, and Belonging initiative, advancing the cause of every family member feeling like they belong.
- Leveraging the Learning & Development resources, further the development and growth of team members.
- Establish team performance goals, monitor key metrics, and drive achievement of department objectives.
Implementation - Manage implementation schedule, monitor progress, risks, and resource requirements to ensure successful customer deployments.
- Provide guidance to customers and the team on implementation setup and establish best practices for software and hardware configuration.
- Liaison with customer and IT resources to ensure APIs are established according to specifications.
- Work collaboratively with New Product Development (NPD) and Integrated Solutions (IS) to transition new technology solutions to commercialization.
Technical Support - Establish, monitor, and improve service level agreements (SLAs), support performance metrics, and customer response objectives.
- Develop data integrity processes for machine learning models and coordinate software user acceptance testing efforts.
- Develop and refine necessary documentation (implementation questionnaires, checklists, internal installation, and training guides).
- Partner with NPD and Operations to resolve complex technical issues and improve solution performance.
Customer Service - Monitor customer satisfaction and proactively address service concerns to promote long-term customer success and retention.
- Support the development and maintenance of customer-facing knowledge base content, training materials, and self-service resources.
- Collaborate with customers to facilitate feedback on software releases/enhancements and contribute to content needed for customer self-service.
Continuous Improvement - Lead continuous improvement and standardization efforts across implementation and support to improve team effectiveness, customer experience, scalability, and operational efficiency.
Knowledge, Skills, and Experience - Bachelor's degree in Engineering, MIS, Computer Science, or a related technical field.
- 5+ years of experience in customer support, technical support, implementation, or a related technology function.
- 3+ years of experience managing technical or support professionals.
- Strong leadership, communication, problem-solving, and root-cause-analysis skills.
- Experience managing multiple projects, priorities, and resource requirements simultaneously.
- Working knowledge of enterprise technology solutions, including RFID, IoT, software applications, APIs/integrations, Machine learning models, databases, and Linux-based environments.
- Ability and willingness to travel up to 30%.
