Technical Support Manager

Job Summary

The Technical Support Manager serves as a senior technical subject matter expert (SME) supporting the Product Management team across multiple aftermarket lines. This is a high-impact individual contributor role focused on customer-facing technical support, advanced training, and quality issue resolution. You will function as the "technical voice" of the company for our key accounts and internal stakeholders.

Technical Support Mana

• Technical Point of Contact:
  Serve as the primary technical lead for key customer and vendor accounts, providing professional and timely resolutions to product performance concerns.
• Issue Resolution:
  Research and resolve complex customer-reported issues by coordinating with Quality, Product Management, and Engineering.
• Brand Representation:
  Represent Trak Motive at customer sites, technical training sessions, and industry trade shows (e.g., AAPEX/SEMA).

• Curriculum Development:
  Develop and deliver technical product training for internal sales teams, category managers, and external partners.
• Mentorship:
  Function as a functional lead and technical mentor for Level 1 staff; develop training modules for new product launches.

• Advanced Diagnostics:
  Resolve non-routine technical issues related to manufacturing, assembly, or vehicle fitment.
• Cross-Functional Liaison:
  Partner with QA and Engineering to ensure all products meet strict aftermarket quality and safety standards.
• Operational Bridge:
  Function as the technical liaison between warehouse operations and engineering to resolve work order and documentation discrepancies.

• Market Intelligence:
  Conduct comparative analysis of competitor samples to support quarterly sourcing and product reviews.
• Innovation:
  Identify and recommend product enhancements, quality improvements, or technical innovations to senior leadership.
• Workflow Optimization:
  Lead "light technical" initiatives, such as diagnostic tool implementation or RMA evaluation refinements, to improve "time-to-ship" metrics.

• Automotive Expertise:
  Comprehensive knowledge of vehicle drivetrain configurations, engine types, transmission systems, and fitment.
• Cataloging Proficiency:
  Expert-level experience with OEM and aftermarket electronic parts lookup (ACES/PIES data).
• Hands-on
  
  Skills:
  
  Experience with physical part installation, functional testing, and operational validation.
• Communication:
  Exceptional ability to translate complex technical data into clear, actionable information for non-technical audiences.
• Software:
  Advanced proficiency in Microsoft Excel and standard business ERP tools.

• Experience:
  
  Minimum of 3 years of automotive repair experience, or a blend of 1-year hands-on experience and 2 years of formal automotive education (Dealer/Technical Institute).
• Diagnostic Mastery:
  At least 1 year of practical application of automotive diagnostic theory.
• Training Background:
  Proven experience delivering technical presentations or training (e.g., Service Writing or Technical Instructor roles).
• Root Cause Analysis:
  Experience performing warranty failure diagnostics and root cause analysis.
• Education:
  
  High school diploma, GED, or equivalent required.

• Physical Effort :
  Ability to lift and carry up to 50 lbs. on an occasional to frequent basis. Position requires regular sitting, walking, standing, and the ability to safely climb stairs.
• Safety & PPE:
  While in the warehouse or production areas, employees are required to wear all designated Personal Protective Equipment (PPE), including safety-toed footwear (steel/composite toe) and high-visibility attire.
• Work Environment:
  Primary duties are performed in an office setting with minimal noise; however, frequent interaction within a warehouse environment is required, exposing the employee to varying temperatures and industrial noise levels.
• Travel:
  Up to 20% (Domestic and occasional International)

• Legal:
  Must be 18+ years of age and legally authorized to work in the United States.
• Pre-employment:
  Ability to pass a post-offer background check and drug screen.

• Work on technically complex products that impact vehicle safety and performance.
• Collaborate with experienced product, quality, and engineering teams.
• Opportunity to influence product quality, customer experience, and technical processes.
• Stable, growing organization within the automotive aftermarket industry.