PDC is seeking a strategic, process-driven Manager of Technical Support & Printer Repair to oversee our hardware and software support operations. In this critical leadership role, you will be the operational engine behind our post-sales success, ensuring that our customers experience minimal downtime and receive exceptional service.
You will manage a hybrid organization, directly leading a team of technical support representatives while also providing mentorship and strategic direction to a Supervisor who oversees our day-to-day tier-one support and printer repair technicians. Beyond people leadership, this role is heavily focused on operational excellence: you will be responsible for designing, writing, and implementing the standard operating procedures (SOPs) that dictate how we troubleshoot software, repair hardware, and deliver seamless service at scale.
Preferred QualificationsTeam Leadership & Development
- Lead a Layered Organization: Directly manage a team of Technical Support Representatives while mentoring and guiding a Support & Repair Supervisor.
- Coach & Develop: Foster a culture of continuous learning, empathy, and high performance. Guide your Supervisor in effective people management and help individual contributors develop their technical and customer service skills.
- Invest in people: Hold meaningful 1-on-1s, give constructive feedback, and help team members build clear career development plans.
- Close the skill gaps: Identify where the organization needs training and organize sessions to level up their technical knowledge and customer service skills.
- Build the culture: Help recruit, onboard, and set up new hires for long-term success while fostering a collaborative, customer-first environment across all tiers of support.
Process Engineering & Documentation
- Write the Playbook: Design, document, and publish comprehensive SOPs for the technical support desk and printer repair depot.
- Streamline Workflows: Identify operational bottlenecks between the support desk and the repair team. Build processes that seamlessly transition a customer from a software troubleshooting call to a hardware repair RMA when necessary.
- Establish Metrics: Define, track, and optimize Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for ticket resolution times, repair turnaround times, and customer satisfaction.
Technical Support Operations
- Keep operations smooth: Oversee daily tech support, ensuring customer requests are logged, tracked, and resolved without falling through the cracks.
- Look past & Reinforce KPIs: Monitor response times and KPI metrics, using them not just as numbers, but as tools to ensure an excellent customer experience.
- Spot trends and patterns: Review support tickets and customer feedback to catch recurring technical issues and find proactive ways to fix them.
- Build a technical knowledge base: Make sure troubleshooting procedures, resolutions, and best practices are clearly documented so the team isn't reinventing the wheel.
Escalation & Customer Experience
- Be the ultimate safety net: Step in as the primary escalation point for critical customer issues involving hardware, software, or workflow disruptions.
- Communicate with empathy: Translate complex technical realities into clear, reassuring updates for stressed customers during critical escalations.
- Protect team bandwidth: Balance customer urgency with your team’s actual capacity, ensuring tasks are prioritized effectively without burning people out.
Cross-Functional Collaboration
- Be the "Voice of the Field": Champion the realities of our customers and field teams to Product Management, Engineering, Development, and QA.
- Bridge the departmental gaps: Advocate for support and field needs in cross-functional meetings to ensure product bugs and technical flaws get prioritized and fixed.
- Drive long-term product updates: Turn daily field and support insights into actionable feedback for long-term engineering and product improvements.
Skills Required
- Manage a layered technical support organization and mentor a Support & Repair Supervisor
- Coach, develop, and run regular 1:1s and career development plans for team members
- Design, document, and publish Standard Operating Procedures (SOPs) for support and repair
- Define, track, and optimize KPIs and SLAs for ticket resolution, repair turnaround, and CSAT
- Oversee daily technical support operations ensuring requests are logged, tracked, and resolved
- Serve as primary escalation point for critical hardware, software, or workflow disruptions
- Analyze support tickets and customer feedback to identify trends and proactive fixes
- Build and maintain a technical knowledge base of troubleshooting procedures and best practices
- Collaborate cross-functionally with Product Management, Engineering, QA to advocate field and support needs
- Recruit, onboard, and set up new hires for success; organize training to close technical skill gaps
Brady Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Brady Corporation and has not been reviewed or approved by Brady Corporation.
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Healthcare Strength — U.S. employees receive comprehensive medical, dental, and vision coverage starting on Day One, alongside wellness resources and an Employee Assistance Program. Materials also indicate access to mental and behavioral health support.
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Retirement Support — A matched 401(k) plan is provided in the U.S., with formal plan structures and vesting confirmed in company materials and filings. This indicates consistent, programmatic retirement support rather than ad hoc contributions.
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Parental & Family Support — Paid parental leave is offered, together with family‑building benefits such as fertility coverage and adoption and surrogacy assistance. Scholarship programs and matching gifts further extend family and community support.
Brady Corporation Insights
What We Do
Brady Corporation is an international manufacturer and marketer of complete solutions that identify and protect people, products and places. Brady’s products help customers increase safety, security, productivity and performance and include high-performance labels, signs, safety devices, printing systems and software. Founded in 1914, the Company has a diverse customer base in electronics, telecommunications, manufacturing, electrical, construction, medical, aerospace and a variety of other industries. Brady is headquartered in Milwaukee, Wisconsin and as of July 31, 2021, employed approximately 5,700 people in its worldwide businesses. Brady’s fiscal 2021 sales were approximately $1.14 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. More information is available on the Internet at www.bradycorp.com.
