Technical Support Lead

Department: Aftermarket, Mon-Fri, 8 am to 4:30 pm

Job Summary

Essential Functions

Leadership Responsibilities

  • Lead the technical support function, including Level 2 response and coordination with Level 1 support.
  • Establish KPIs around case resolution, responsiveness, SLA adherence, and billable service conversion.
  • Collaborate cross-functionally with Tech Support, Field Service, Engineering, and Commercial teams to resolve escalations and close feedback loops.
  • Guide internal adoption of ticketing platform and reinforce SLA accountability across the service team.
  • Develop training paths and knowledge assets for both internal service teams and external customers.

Key Responsibilities

Customer Response, SLA Management & Platform Leadership

  • Serve as functional lead in partnership with PMO and vendors for ticketing system implementation and optimization.
  • Monitor and enforce SLAs (first response, resolution time) and support metrics using real-time dashboards.
  • Monitor, track, and update KPI boards and performance reports to ensure visibility and continuous improvement across the support organization.
  • Coach and support internal and partner teams to follow best practices in ticketing, triage, and resolution.
  • Oversee day-to-day tech support operations, ensuring timely case handling and escalation management.

Revenue Growth via Post-Warranty & Legacy Support

  • Launch and promote billable support offerings for post-warranty and legacy equipment (e.g., remote diagnostics, site visits).
  • Collaborate with Commercial and Parts teams to position service packages aligned with tech support activity.
  • Identify upsell triggers and proactively surface revenue opportunities through support interactions.

Self-Service Enablement

  • Build and maintain a structured digital knowledge base: troubleshooting guides, tech tips, FAQs, and how-to videos.
  • Leverage ticketing platform insights to drive content development that reduces inbound cases.
  • Align with Training and Documentation Specialists to deliver high-quality, searchable self-help resources.

Training & Enablement

  • Develop and manage real-world training for internal techs, partners, and customer maintenance personnel.
  • Support onboarding of new support staff and Level 1 teams to ensure technical readiness.
  • Integrate training touchpoints within the ticketing and knowledge systems.

Other Duties

  • Perform other duties as assigned by the business to support operational and strategic goals.

Knowledge, Skills, and Abilities

  • Technical Problem-Solving & Diagnostic Expertise
  • Customer-Centric Communication & Service Orientation
  • Digital Systems & Process Optimization
  • Leadership & Knowledge Enablement

Preferred Skills

  • Familiarity with tools like Freshdesk, ServiceNow, Salesforce, or Zuper.
  • Experience in industrial, heavy equipment, or testing system industries.
  • Background in SLA-driven support environments.
  • Experience implementing or supporting a customer-facing ticketing or field service platform.
  • Knowledge of documentation systems like Confluence, SharePoint, or similar.
  • Experience monetizing technical support or driving post-warranty service revenue.

Education and Experience Requirements

  • Bachelor’s degree in engineering, technical service, or related field—or equivalent experience.
  • Minimum 3+ years of direct field service experience, including commissioning, diagnostics, and onsite troubleshooting.
  • 3+ years in technical support, field service, or service engineering roles.
  • Strong technical acumen in mechanical, electrical, and controls systems.
  • Proven ability to lead technical teams, manage escalations, and collaborate across functions.
  • Passion for customer service, responsiveness, and continuous improvement.

Core Competencies

  • Achievement Focus
    Demonstrates persistence and overcomes obstacles; measures self against standard of excellence; recognizes and acts on opportunities; sets and achieves challenging goals; takes calculated risks to accomplish goals.
  • Business Ethics
    Inspires the trust of others; keeps commitments; treats people with respect; upholds organizational values; works with integrity and ethically.
  • Conflict Resolution
    Confronts difficult situations; encourages open communications; keeps emotions under control; maintains objectivity; uses negotiation skills to resolve conflicts.
  • Dependability
    Commits to doing the best job possible; follows instructions and responds to management direction; keeps commitments; meets attendance and punctuality guidelines; responds to requests for service and assistance; takes responsibility for own actions.
  • Job Knowledge
    Competent in required job skills and knowledge; displays understanding of how job relates to others; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; uses resources effectively.
  • Judgment
    Displays willingness to make decisions; exhibits sound and accurate judgment; includes appropriate people in decision‑making process; makes timely decisions; supports and explains reasoning for decisions.
  • Managing Customer Focus
    Develops new approaches to meeting customer needs; establishes customer service standards; monitors customer satisfaction; promotes customer focus; provides training in customer service delivery.
  • Quality
    Applies feedback to improve performance; demonstrates accuracy and thoroughness; displays commitment to excellence; looks for ways to improve and promote quality; monitors own work to ensure quality.
  • Safety & Security
    Determines appropriate action beyond guidelines; observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.
  • Teamwork
    Balances team and individual responsibilities; contributes to building a positive team spirit; exhibits objectivity and openness to others’ views; gives and welcomes feedback; puts success of team above own interests.

Physical Demands

  • Periodic travel to customer sites for diagnostics, training, or implementation support (approximately 20% as required by business needs, which can be customer-facing or other operational activities).
  • Ability to lift up to 50 lbs. as needed.
  • Use of PPE in lab/shop environments.

Work Environment

EEO Statement

The client company and Insperity provide equal employment opportunities to all employees and applicants in all company facilities without regard to race (including hair texture and hairstyles), color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and/or intellectual disability, age, military status, veteran status (including protected veterans), marital status, registered domestic partner or civil union status, familial status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws.

This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Apply for this Position