Technical Service Manager

Overview

The Technical Service Manager leads our end-to-end customer off-site support and service operations, including remote customer support, advanced technical troubleshooting for field teams, oversight of the technical training function, and RMA/repair operations. This role ensures our customers, field engineers, and internal stakeholders receive timely, high-quality technical solutions, manages cross-functional escalations, and drives continuous improvement in service quality, product reliability, and operational efficiency.

• Own Tier 1 /2/3 remote support operations; ensure SLAs for response, restoration, and resolution are met.
• Manage complex escalations; coordinate with Product, Engineering, QA, and Field Operations to drive root-cause and corrective actions.
• Standardize troubleshooting workflows, knowledge base content, and case handling quality (KCS or similar).

• Lead a high-performing technical support team (L2/L3); set goals, coach, and manage capacity and shift coverage (e.g., 24x5 or 24x7 if applicable).
• Establish a robust escalation framework and on-call rotations; implement runbooks and post-incident reviews.
• Track and report operational health: case backlog, aging, SLA attainment, NPS/CSAT, FCR (First Contact Resolution), MTTR, reopen rates.

• Oversee the technical training team responsible for onboarding field engineers, partners, and customers.
• Build and maintain curricula, certification paths, labs/sandboxes, and assessments; ensure content aligns with product releases.
• Implement feedback loops so training reduces support load (e.g., deflection via education, skill uplift).

• Oversee the RMA process end-to-end: eligibility, triage, approvals, logistics, repair/refurb, and returns.
• Define and monitor repair SLAs, yield, turnaround time (TAT), and cost per repair; optimize spare parts forecasting with Supply Chain.
• Implement failure analytics to drive product quality improvements and reduce repeat RMAs; manage vendor/repair partners and depot(s).

• Own service policies, SOPs, and compliance standards (e.g., ISO 9001, ESD/ESD-safe procedures, safety requirements, data privacy where applicable).
• Partner with Engineering to drive corrective and preventive actions (CAPA) from field failures and RMAs.
• Ensure tooling and data integrity across CRM/ticketing (e.g., Salesforce/Service Now/Zendesk), RMA/ERP (e.g., Net Suite/SAP), knowledge systems, remote diagnostics/telemetry, and reporting (BI dashboards).

• Provide insights to Product and Engineering on defect trends, usability issues, and reliability; influence roadmaps with data.
• Communicate service performance and risk/mitigation to leadership; publish weekly/monthly service reviews.

• Required Qualifications
• 7-10+ years in technical support/service, including 3-5+ years managing teams (L2/L3 support and/or repair/RMA).
• Proven success leading remote support operations for complex hardware/software or systems products.
• Experience with RMA/repair logistics and depot/vendor management; comfort with ERP/PLM and service inventory processes.
• Strong troubleshooting depth across relevant tech stack (e.g., networking, embedded systems, cloud platforms, APIs, logs/telemetry).
• Demonstrated use of service analytics and dashboards (Excel/Sheets + BI tools) to drive action.
• Excellent communication, stakeholder management, and incident leadership.

• Preferred
• Experience in [your industry: e.g., LoT/industrial/Med Tech/SaaS] with regulated or safety-critical environments as applicable.
• Knowledge of reliability/quality methodologies (e.g., FRACAS, FMEA, 8D, Ishikawa).
• Familiarity with KCS, ITIL, and/or ISO standards.
• Ability to design/oversee technical training programs and certification paths.
• Bachelor s in Engineering/CS or equivalent practical experience.

• Customer
  
  Experience:
  
  CSAT/NPS for support, First Contact Resolution, case reopen rate.
• Operational Efficiency:
  Response/Resolution SLA attainment, MTTA/MTTR, backlog and aging, cost per case.
• RMA/Repair: RMA rate (% of shipped), TAT, repair yield/first-pass yield, repeat-failure rate, cost per repair, spares accuracy.
• Quality & Product Health:
  Defect discovery-to-fix cycle…