Technical Support Manager

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.

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%.