Job Description

PDC is seeking a strategic, process-driven Manager of Technical Support & Printer Repair to oversee our hardware and software support operations. In this critical leadership role, you will be the operational engine behind our post-sales success, ensuring that our customers experience minimal downtime and receive exceptional service.

You will manage a hybrid organization, directly leading a team of technical support representatives while also providing mentorship and strategic direction to a Supervisor who oversees our day-to-day tier-one support and printer repair technicians. Beyond people leadership, this role is heavily focused on operational excellence: you will be responsible for designing, writing, and implementing the standard operating procedures (SOPs) that dictate how we troubleshoot software, repair hardware, and deliver seamless service at scale.

Qualifications

Team Leadership & Development

• Lead a Layered Organization: Directly manage a team of Technical Support Representatives while mentoring and guiding a Support & Repair Supervisor.
• Coach & Develop: Foster a culture of continuous learning, empathy, and high performance. Guide your Supervisor in effective people management and help individual contributors develop their technical and customer service skills.
• Invest in people: Hold meaningful 1-on-1s, give constructive feedback, and help team members build clear career development plans.
• Close the skill gaps: Identify where the organization needs training and organize sessions to level up their technical knowledge and customer service skills.
• Build the culture: Help recruit, onboard, and set up new hires for long-term success while fostering a collaborative, customer-first environment across all tiers of support.

Process Engineering & Documentation

• Write the Playbook: Design, document, and publish comprehensive SOPs for the technical support desk and printer repair depot.
• Streamline Workflows: Identify operational bottlenecks between the support desk and the repair team. Build processes that seamlessly transition a customer from a software troubleshooting call to a hardware repair RMA when necessary.
• Establish Metrics: Define, track, and optimize Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for ticket resolution times, repair turnaround times, and customer satisfaction.

Technical Support Operations

• Keep operations smooth: Oversee daily tech support, ensuring customer requests are logged, tracked, and resolved without falling through the cracks.
• Look past & Reinforce KPIs: Monitor response times and KPI metrics, using them not just as numbers, but as tools to ensure an excellent customer experience.
• Spot trends and patterns: Review support tickets and customer feedback to catch recurring technical issues and find proactive ways to fix them.
• Build a technical knowledge base: Make sure troubleshooting procedures, resolutions, and best practices are clearly documented so the team isn't reinventing the wheel.

Escalation & Customer Experience

• Be the ultimate safety net: Step in as the primary escalation point for critical customer issues involving hardware, software, or workflow disruptions.
• Communicate with empathy: Translate complex technical realities into clear, reassuring updates for stressed customers during critical escalations.
• Protect team bandwidth: Balance customer urgency with your team’s actual capacity, ensuring tasks are prioritized effectively without burning people out.

Cross-Functional Collaboration

• Be the "Voice of the Field": Champion the realities of our customers and field teams to Product Management, Engineering, Development, and QA.
• Bridge the departmental gaps Advocate for support and field needs in cross-functional meetings to ensure product bugs and technical flaws get prioritized and fixed.
• Drive long-term product updates: Turn daily field and support insights into actionable feedback for long-term engineering and product improvements.