Technical Support Manager

JOB REQUIREMENTS: 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%. ***** APPLICATION INSTRUCTIONS: Apply Online: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjQwMTkzLjg3NzBAcmVocmlnY29tcC5hcGxpdHJhay5jb20