Technical Support Manager

Lead and strengthen the Technical Support team to deliver expert guidance for products, installations, and troubleshooting across dealer, design, sales, and internal partners.

Responsibilities

• Lead, coach, and develop the Technical Support team to provide timely, accurate, and professional support to internal and external customers.
• Set performance metrics, service levels, and team objectives aligned with company goals and customer expectations.
• Build a culture of accountability, continuous improvement, dealer focus, and technical excellence.
• Manage team workloads, priorities, staffing requirements, and resource allocation.
• Act as the escalation point for complex technical inquiries, installation challenges, and product-related issues.
• Ensure effective support across dealers, designers, sales representatives, installers, end users, and internal departments.
• Develop strong relationships with dealer partners and position Technical Support as a trusted resource for product and installation expertise.
• Support critical projects, high-profile installations, and strategic customer initiatives as needed.
• Maintain deep technical knowledge of AIS products, applications, installation practices, and industry standards.
• Lead troubleshooting to identify root causes across product, installation, specification, and application concerns.
• Create and maintain technical documentation, troubleshooting resources, FAQs, and knowledge base content.
• Collaborate with Customer Service, Sales, Engineering, Manufacturing, Quality, Product Line Management, and Field Services to drive alignment and timely resolution.
• Support new product launches by developing support processes, training materials, and technical resources.
• Analyze support trends, customer feedback, and performance metrics to find improvement opportunities.
• Develop reports and dashboards for support volume, issue categories, resolution effectiveness, and team performance.

Requirements

• Bachelor’s degree or equivalent combination of education and experience.
• At least 5 years of experience in office furniture installation, product support, field services, customer support, or a related technical environment.
• At least 3 years of leadership or supervisory experience.
• Strong understanding of office furniture products, installation process, specifications, and project execution.
• Proven ability to troubleshoot technical and installation-related issues and identify root causes.
• Excellent verbal, written, and presentation communication skills.
• Strong organizational skills to manage multiple priorities and deadlines.
• Experience using Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
• Ability to build relationships and collaborate effectively across departments and with external partners.
• Strong analytical, problem-solving, and decision-making skills.
• Customer-focused mindset with a strong sense of urgency and accountability.
• Experience supporting dealer networks within the office furniture industry.
• Familiarity with CET, AutoCAD, or related specification and design tools.
• Experience developing training programs and technical documentation.
• Knowledge of Lean, Continuous Improvement, or Quality Management methodologies.
• Experience managing support metrics, reporting, and service-level performance.

Location and Employment

• Location: Leominster, MA (onsite)
• Job type: Exempt
• Salary: USD 90,000 - 110,000 per yearly

Reports To / Department

• Reports to: Manager of Quality and Performance
• Department: Field Services

Tools and Technologies

• Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• CET
• AutoCAD

Knowledge, Skills, and Abilities

• Leadership & Team Development
• Customer Focus
• Technical Expertise
• Problem Solving & Root Cause Analysis
• Communication & Relationship Building
• Strategic Thinking
• Process Improvement
• Collaboration & Influence
• Accountability & Results Orientation
• Change Management

Values

• We listen to our Customers.
• We rely on our Employees.
• We honor Integrity.
• We embrace Continuous Learning.
• We lead with Design.
• We create Value.
• We work to make the World better.

Disclaimer: The above statements describe the general nature and level of work performed. They are not intended to be an exhaustive list of responsibilities, duties, and skills required for personnel in this classification.