Job Description
Job Description
Job Title : Technical Support Manager
Position Summary
The Technical Support Manager is responsible for leading the Technical Support team and serving as the primary technical liaison for both internal and external customers. This position ensures timely and effective resolution of product and quality issues, drives customer satisfaction, and supports the development of technical expertise within the organization. The role combines hands-on technical expertise with leadership, coordination, and cross-functional collaboration to deliver exceptional support and product insight across all customer interactions.
Key Responsibilities
1. Team Leadership and Development
- Manage and lead the Technical Support team, ensuring strong technical performance and customer focus.
- Provide guidance, mentorship, and professional development opportunities for Technical Support personnel to promote individual and organizational growth.
- Allocate resources and coordinate team activities to support customer training, trade shows, audits, and on-site visits.
2. Technical Expertise and Product Support
Serve as a product technical expert capable of providing advanced technical guidance to internal teams and external customers.Support new product introductions and product line extensions, including development of Installation, Operation & Maintenance (IOM) manuals and user documentation.Ensure the Technical Support team is trained and prepared for new product launches.Collaborate with engineering and value stream teams to assess and integrate new technology developments.3. Customer and Quality Issue Management
Act as the primary external interface for major technical issues, customer complaints, and quality concerns.Maintain full awareness of significant technical issues across product lines and ensure appropriate engagement from Dresser teams.Own customer reporting, including updates, CAPA progress, and final resolutions.Ensure all customer responses are accurate, timely, and aligned with company standards.Direct and assign less-severe technical issues to team members, ensuring accountability and follow-through.4. Collaboration and Communication
Interface with District Sales Managers, Customer Service, Commercial Operations, and Value Stream teams to coordinate responses and ensure consistent communication.Partner with the Product Line Director, Director of Operations, and other leaders to align technical support priorities with business objectives.Communicate technical issues, resolutions, and updates to District Sales Managers, senior management and external stakeholders as needed.5. Customer Engagement and Documentation
Develop and maintain accurate customer documentation and specifications.Develop and maintain product literature and media for product installation, operation and support.Coordinate and support customer site visits, training sessions, and trade show participation, including logistics for equipment and materials.Assist Customer Service and Commercial Operations with technical inquiries and customer audits.Manage and distribute Product Update Notifications (PUNs) and other customer-facing technical updates, bulletins, and communications to ensure timely and accurate information flow.Qualifications
Bachelor’s Degree in Engineering, Technical Management, or related field (or equivalent experience).Minimum 10 years of experience in technical support, product engineering, or customer-facing technical roles.Proven leadership experience managing a technical or support team.Strong communication skills required to communicate effectively across all levels of the organization and with external customers.Demonstrated ability to manage multiple priorities and resolve complex technical challenges.Able to travel (up to 25%)Core Competencies
Leadership and team developmentTechnical expertise and analytical problem solvingCustomer-centric mindsetCross-functional collaborationAttention to detail and documentation accuracyStrong communication and interpersonal skillsDresser Utility Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military / veteran status or other characteristics protected by law.
