Technical Support Manager

Position Overview

This role will manage a small dealer support team that collaborates closely with our dealership sales organization to ensure dealers are properly trained, technically confident, and equipped to deliver best-in-class customer experience.

Key Responsibilities

• Develop technical troubleshooting guides, maintenance standards, and knowledge-base content tailored for dealership channels.
• Plan, deliver and track technical certification programs for dealership technicians and frontline staff.
• Conduct product and service training sessions via online courses, webinars, or in-person workshops at dealer sites or regional events.
• Provide hands-on support through phone, email, and digital tools to resolve escalated dealer service inquiries.
• Coordinate with internal R&D, customer care, and relevant teams to accelerate root-cause analysis and permanent countermeasures.
• Track key technical issues and proactively address recurring failure modes through data-driven improvements.
• Lead, coach, and upskill the dealer support team ensuring consistent standards of communication, technical knowledge, and training quality.
• Monitor workload and coaching plans to ensure timely dealership response and partner satisfaction.
• Build a performance-driven culture with clear KPIs such as training coverage, dealer competency ratings, and technical resolution efficiency.
• Work closely with Sales, Aftersales Operations, Spare Parts, Product, Marketing, and Quality teams to ensure the service experience strengthens overall channel performance.

Qualifications

• Bachelor's degree in Engineering, Mechatronics, or related technical discipline.
• 5+ years' experience in field technical service, product training, technical support, or dealer network enablement.
• Proven experience supporting consumer electronics, smart home appliances, outdoor Power Equipment, or similar technology products.
• Strong hands-on diagnostic skills with electromechanical systems (robotics experience a plus).
• Excellent presentation, communication, and interpersonal skills; comfortable training both technical and non-technical audiences.
• Ability to travel frequently to dealer locations and channel events as needed.