Equipment Technical Support Manager

We are looking for an experienced Technical Equipment Support Manager to lead international support operations in Clearwater, Florida. This position oversees technical assistance for partners and customers, strengthens service processes, and ensures issues are handled with urgency and professionalism. The role also serves as a central point of coordination between support teams, external technicians, and leadership to improve service quality and operational consistency.

Responsibilities:

• Lead a team of 10 technical support professionals, setting clear expectations, coaching performance, and promoting responsive customer service across international accounts.

• Oversee incoming international escalations and ensure each request receives a prompt acknowledgement, with a target response time of 30 minutes.

• Partner regularly with senior leadership to review recurring support concerns, discuss resolutions, and align on service priorities.

• Build and refine onboarding procedures for new clients so implementation steps are clear, consistent, and easy for teams to follow.

• Act as the primary connection between technical support, dealers, technicians, and business partners to keep communication accurate and timely.

• Identify service gaps affecting international operations, develop practical solutions, and drive improvements through to completion.

• Prepare and maintain process documentation that increases efficiency, supports standardization, and helps the team deliver dependable results.

• Monitor support activity in ticketing systems, coordinate troubleshooting efforts, and help resolve hardware and equipment-related issues as needed.

• Contribute to additional customer experience and support initiatives assigned by leadership.

• Balance multiple priorities in a fast-moving environment while maintaining attention to detail and follow-through on commitments.

Qualifications:

• Previous experience managing a technical support function, preferably within an international or multi-partner service environment.
• Strong leadership skills with the ability to guide, develop, and motivate a technical support team.
• Working knowledge of computer hardware, equipment maintenance, and structured troubleshooting practices.
• Experience using ticketing systems to track requests, manage escalations, and maintain service responsiveness.
• Excellent communication and organizational abilities, with sound judgment in decision-making.
• Proven ability to handle multiple priorities efficiently without sacrificing accuracy or customer satisfaction.
• Demonstrated commitment to high-quality customer experience and consistent follow-up on open issues.

Compensation

$70,000.00-$90,000.00 Yearly

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