The Senior Manager, Technical Support Operations provides strategic leadership for AAON’s Technical Support organization, overseeing multiple support functions that serve customers, field personnel, and key accounts. This role develops long-term operational strategies to strengthen customer experience, improve support effectiveness, and support business growth.
Role Overview
The Senior Manager, Technical Support Operations provides strategic leadership and direction for the Technical Support organization. Responsibilities span long-range operational planning, performance management, organizational development, cross-functional collaboration, and continuous improvement initiatives.
Key Responsibilities
- Provide strategic leadership and oversight for multiple technical support teams, ensuring alignment with organizational goals and customer service expectations.
- Develop and implement long-term operational plans, organizational roadmaps, and service delivery strategies that support business growth and operational excellence.
- Establish performance standards, key performance indicators, reporting structures, and accountability measures to drive consistent results and continuous improvement.
- Lead organizational development initiatives covering process improvement, workforce planning, knowledge management, and operational scalability.
- Collaborate with leadership across engineering, operations, customer service, information technology, and product management to improve support capabilities and customer outcomes.
- Identify and implement opportunities to enhance efficiency through automation, self-service solutions, emerging technologies, and process improvements.
- Deliver executive-level reporting, analysis, and recommendations related to technical support performance, customer trends, and organizational effectiveness.
- Promote a culture of customer focus, innovation, continuous improvement, collaboration, and employee engagement across the organization.
- Hire, train, coach, counsel, and evaluate the performance of direct reports.
- Develop business cases and recommendations for organizational investments, technology solutions, and operational improvements.
- Establish and refine support processes, workflows, escalation procedures, and service delivery standards.
- Lead organizational change initiatives and support adoption of new strategies, technologies, and business processes.
- Perform other duties as assigned.
Required Qualifications
- Bachelor’s degree in Business, Engineering, Operations Management, Technical Management, or a related discipline.
- 10+ years of leadership experience in technical support, customer support, service operations, engineering support, or related environments.
- 5+ years of experience leading managers and multi-functional support organizations.
- Equivalent combination of education and experience that provides a comparable background.
- Frequent use of computer equipment for communication, reporting, data analysis, and presentations.
- Ability to analyze complex operational and business issues and develop effective solutions.
- Ability to communicate effectively with employees, customers, executives, and external stakeholders.
- Ability to remain stationary for extended periods while performing office-based work.
- Ability to travel occasionally to support business initiatives, meetings, training, or operational needs.
Preferred Qualifications
- Master’s degree in Business Administration, Engineering Management, or a related discipline.
- Experience leading organizations through growth, transformation, modernization initiatives, or technical support operations within the heating, ventilation, air conditioning, controls, building automation, or related industries.
Essential Functions and Work Conditions
- Ability to analyze complex operational and business issues and develop effective solutions.
- Frequent use of computer equipment for communication, reporting, data analysis, and presentations.
- Ability to communicate effectively with employees, customers, executives, and external stakeholders.
- Ability to remain stationary for extended periods while performing office-based work.
- Ability to travel occasionally to support business initiatives, meetings, training, or operational needs.
Work Environment
- Primarily works in a professional office environment.
- Frequent interaction with employees, customers, and business partners through meetings, presentations, and collaborative activities.
- Regular use of standard office equipment and technology.
- May require occasional travel to company facilities, customer locations, or industry events.
- Must comply with all applicable company policies, procedures, and safety requirements.
Location
Tulsa, OK (onsite)
Job Description Disclaimer
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required for the position. Duties, responsibilities, and activities may change at any time with or without notice. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.
