Technical Support Manager

Position Summary:

As the hiring partner for a Portsmouth area capital equipment supplier, we are welcoming interest from qualified professionals. As the Technical Support Manager you will lead a team of 10 to 15 Technical Product Specialists who provide advanced technical support to our resellers and end-user base. The ideal candidate combines electro-mechanical expertise with a polished, empathetic communication style, and a strong commitment to delivering customer-focused outcomes. This middle management role requires effective cross-functional coordination with Sales, Inventory Control, and Operations, while acting as a key escalation point for elevated technical issues.
A positive, solutions-oriented attitude, emotional intelligence, and the ability to lead with professionalism and empathy are essential. We’re looking for someone who not only resolves problems but builds confidence and trust in every customer interaction and with their team.

Primary Responsibilities:

• Lead, coach, and support a high-performing Technical Support team to deliver consistent, high-quality assistance to both resellers and end users.
• Provide hands-on technical support for complex capital equipment issues, including diagnostics and repair.
• Ensure all technical issues are thoroughly tracked, followed through, and resolved with a focus on positive customer experience.
• Serve as an internal point of escalation and interface across Sales, Operations, and Inventory to support business continuity.
• Champion a culture of responsiveness, accountability, and proactive communication within the support team.
• Support reseller partners with both pre-sale consultations and post-sale service troubleshooting.
• Partner with the department’s administrative support to ensure technical ticket systems are up to date and performance metrics are tracked.

Qualifications & Experience:

• 5+ years in an electro-mechanical support or service role, with at least 2 years in a leadership capacity.
• Solid background in electro-mechanical systems and equipment troubleshooting.
• Strong customer service orientation with a high degree of empathy, patience, and professionalism.
• Demonstrated ability to lead teams, set service standards, and motivate staff with clarity and positivity.
• Excellent verbal and written communication skills with the polish to represent the company professionally in all customer and reseller interactions.
• Experience collaborating across departments to resolve customer-impacting issues.
• Strong organizational skills and attention to detail.
• Comfortable in a role that is 75% desk-based with occasional hands-on technical involvement.

Preferred Qualifications:

• Bachelor’s degree in Engineering, Technical Management, or related field.
• Experience supporting capital equipment within global or reseller-based environments.
• Familiarity with CRM or ticketing systems for issue tracking and customer support management.

Work Environment:

• 75% office/desk-based
• 25% hands-on technical troubleshooting/repair

Job Type: Full-time
Pay: $90,000.00 - $105,000.00 per year
Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

​Work Location: In person