Technical Support Manager
AIS · Leominster, Massachusetts, United States
Job Title: Technical Support Manager
Reports To: Manager of Quality and Performance
Department: Field Services
Job Type: Exempt
Position Summary
The Manager of Technical Support is responsible for leading and developing the Technical Support team while ensuring exceptional support is provided to AIS dealers, designers, sales representatives, installers, and internal departments. This role serves as the central point of expertise for product applications, installation support, troubleshooting, specifications, and field-related technical issues.
The Manager of Technical Support will drive issue resolution, identify and communicate product and process improvement opportunities, develop technical knowledge resources, and partner with cross-functional teams to improve the overall customer and dealer experience.
ESSENTIAL FUNCTIONS
Leadership & Team Management
- Lead, coach, and develop the Technical Support team to deliver timely, accurate, and professional support to internal and external customers.
- Establish performance metrics, service levels, and team objectives aligned with company goals and customer expectations.
- Foster a culture of accountability, continuous improvement, dealer focus, and technical excellence.
- Manage team workloads, priorities, staffing requirements, and resource allocation.
- Serve as the escalation point for complex technical inquiries, installation challenges, and product-related issues.
- Ensure effective support is provided to dealers, designers, sales representatives, installers, end users, and internal departments.
- Develop strong relationships with dealer partners and establish Technical Support as a trusted resource for product and installation expertise.
- Support critical projects, high-profile installations, and strategic customer initiatives as needed.
- Maintain deep technical knowledge of AIS products, applications, installation practices, and industry standards.
- Lead troubleshooting efforts to identify root causes of product, installation, specification, and application-related concerns.
- Create and maintain technical documentation, troubleshooting resources, FAQs, and knowledge base content.
- Collaborate with Customer Service, Sales, Engineering, Manufacturing, Quality, Product Line Management, and Field Services to ensure alignment and timely issue resolution.
- Participate in new product launches by developing support processes, training materials, and technical resources.
- Analyze support trends, customer feedback, and performance metrics to identify improvement opportunities.
- Develop reports and dashboards related to support volume, issue categories, resolution effectiveness, and team performance.
REQUIRED QUALIFICATIONS
- Bachelor's degree or equivalent combination of education and experience.
- Minimum 5 years of experience in office furniture installation, product support, field services, customer support, or related technical environment.
- Minimum 3 years of leadership or supervisory experience.
- Strong understanding of office furniture products, installation process, specifications, and project execution.
- Demonstrated ability to troubleshoot technical and installation-related issues and identify root causes.
- Excellent verbal, written, and presentation communication skills.
- Strong organizational skills with the ability to manage multiple priorities and deadlines.
- Experience utilizing Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
- Ability to build relationships and collaborate effectively across departments and with external partners.
- Strong analytical, problem-solving, and decision-making skills.
- Customer-focused mindset with a high sense of urgency and accountability.
KNOWLEDGE SKILLS AND ABILITIES
- Experience supporting dealer networks within the office furniture industry.
- Familiarity with CET, AutoCAD, or related specification and design tools.
- Experience developing training programs and technical documentation.
- Knowledge of Lean, Continuous Improvement, or Quality Management methodologies.
- Experience managing support metrics, reporting, and service-level performance
- Leadership & Team Development
- Customer Focus
- Technical Expertise
- Problem Solving & Root Cause Analysis
- Communication & Relationship Building
- Strategic Thinking
- Process Improvement
- Collaboration & Influence
- Accountability & Results Orientation
- Change Management
At AIS, we have a strong set of values that guide our business and help us align with our customers. We listen to our Customers. We rely on our Employees. We honor Integrity. We embrace Continuous Learning. We lead with Design. We create Value. We work to make the World better.
EEO/AA Statement
As an EEO/AA employer, AIS will not discriminate in its employment practices due to an applicant's race, color, sex, pregnancy, national origin, ancestry, citizenship, sexual orientation, gender identity or expression, protected genetic information, age, disability, marital status, veteran status, religion, height, weight, other protected group status, or any other basis protected by the laws where we employ people.
This organization participates in E-Verify Employment Eligibility Verification. AIS is a Federal Contractor and required to comply with Executive Order 14042.
- Bonus eligibility
DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed by members assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.