Senior Manager, Technical Support

Posted 3 Days Ago
Be an Early Applicant
Hiring Remotely in Columbia, MO
Remote
Senior level
Software • Analytics • PropTech
The Role
The Senior Manager of Technical Support oversees a team providing 24/7 remote technical support for EquipmentShare’s heavy equipment fleet. Responsibilities include team leadership, monitoring performance metrics, managing the budget, ensuring effective communication, and coordinating staffing to maximize operational efficiency.
Summary Generated by Built In

EquipmentShare is Hiring a Senior Manager, Technical Support

EquipmentShare is searching for a Senior Manager, Technical Support for our corporate office in Columbia, MO, to support our team as the department continues to grow. 

Salary range: $101k-$118k. Factors including past experience and location may affect final compensation rate.

Job Summary: The Senior Manager of Technical Support is responsible for building and leading a team of Technical Support Specialists that provide 7x24x365 remote technical support of EquipmentShare’s heavy equipment and tooling rental fleet.

Supervisory Responsibilities: Yes

 

Duties/Responsibilities:

  • Build and lead a team of Technical Support Specialists potentially located across more than a single geography.
  • Perform job duties in accordance with EquipmentShare’s vision, mission, and values.
  • Establish and maintain professional working relationships with internal departments and rental/retail markets across the organization.
  • Establish & monitor team KPIs to ensure performance expectations are met.
  • Provide input on organizational-level priorities, strategic goals and vision.
  • Assist in the creation, management, and oversight of the Technical Support team’s budget to ensure responsible spending that maximizes profitability.
  • Manage/coordinate/define weekly shift/on-call rotations as required to support 7x24x365 coverage
  • Ensures the team is equipped to manage workload through staffing, process efficiencies and on-call schedule as appropriate for the given function
  • Represents the department effectively & professionally as required, both internally as well as to OEM vendors and end customers
  • Escalation management of hot issues both from a customer management perspective, as well through providing managerial support & guidance to support technicians as required.
  • Drive quality, process, and workflow improvements across the entire department with the goal of increased effectiveness, efficiency, and best in class results.
  • Actively research the newest and best in class Service relevant practices, tools and standards, for applicability to the organization’s mission
  • Set team and individual priorities for direct reports, including evaluation of performance, providing regular feedback, and building personal developmental plans.
  • Perform other people management related obligations and duties, such as disciplinary, performance management, hiring and termination.
  • Will serve other needs of the Director to make their day-to-day activities more manageable.

Required Skills/Abilities:

  • A passion for helping others and a willingness to go the extra mile in providing nothing less than exceptional service and a positive customer experience.
  • Proven team leadership and/or crisis management skills in a 7x24x365 technical support organization.
  • Strong technical expertise in the heavy equipment and/or equipment rental industries.
  • Ability to define Technical Support goals and metrics, and then implement a plan to achieve them with team buy-in.
  • Demonstrated success in establishing business processes that drove higher operational efficiencies and customer satisfaction.
  • Experience with managing budgets and/or financial awareness.
  • Ability to maintain strict confidentiality.
  • Strong organizational skills with attention to detail and accuracy.
  • Strong time management and communication skills.
  • Ability to leverage technology to improve communication and efficiency.
  • Ability to multi-task and manage multiple priorities.
  • Working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and Drive.
  • Ability to proofread and edit written content.
  • Attention to detail with the ability to quickly identify process break-downs.
  • Ability to be flexible and adapt to change in a positive manner.
  • Ability to travel on an as-needed basis.
  • Self-starter and highly motivated with a strong, positive work ethic that contributes to the vision of the department and the company as a whole.
  • Must possess a professional yet enthusiastic and friendly demeanor.

Education and Experience:

  • Bachelor's degree in Business Administration, Mechanical Engineering, or a related technical field with direct customer support experience.
  • At least 5-7 years of technical support management in the heavy equipment, truck, or diesel engine industries.
  • Combination of equivalent education & experience.

Physical Requirements:

  • Must be able to sit and stand for long periods of time

Why We’re a Better Place to Work

  • Competitive salary.

  • Medical, Dental and Vision coverage for full-time employees.

  • 401(k) and company match.

  • Generous paid time off (PTO) plus company paid holidays.

  • Stocked breakroom and full kitchen, chef prepared meals daily (breakfast and lunch).

  • State of the art onsite gym (Corporate HQ) with instructor led-courses/Gym stipend for remote employees.

  • Seasonal and year round wellness challenges.

  • Company sponsored events (annual family gatherings, happy hours and more).

  • Volunteering and local charity initiatives that help you nurture and grow the communities you call home. Employees receive 16 hours of paid volunteer time per year. 

  • Opportunities for career and professional development with conferences, events, seminars and continued education. 

About You 

Our mission to change an entire industry is not easily achieved, so we only hire people who are inspired by the goal and up for the challenge. In turn, our employees have every opportunity to grow with us, achieve personal and professional success and enjoy making a tangible difference in an industry that’s long been resistant to change. 

EquipmentShare is committed to a diverse and inclusive workplace. EquipmentShare is an equal opportunity
employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation,
protected veteran status, disability, age, or other legally protected status.


Top Skills

Google Suite
Am I A Good Fit?
beta
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.

The Company
Kansas City, MO
0 Employees
On-site Workplace
Year Founded: 2014

What We Do

EquipmentShare is a nationwide equipment and digital solutions company serving the construction industry. We’re on a mission to give contractors and construction companies build with control thanks to our T3 technology platform and equipment rental, retail and service solutions.

We’re more than an equipment rental company. We share cloud-connected technology and equipment solutions that simplify construction work.

Similar Jobs

Remote
2 Locations
1993 Employees
99K-133K Annually
Remote
United States
158 Employees

CNA Logo CNA

Client Specialist, Small Business Service Center

Cloud • Insurance • Professional Services • Analytics • Cybersecurity
Remote
3 Locations
7000 Employees
35K-65K Annually

The PNC Financial Services Group Logo The PNC Financial Services Group

System Reliability and Support Specialist

Machine Learning • Payments • Security • Software • Financial Services
Remote
USA
56000 Employees

Similar Companies Hiring

True Anomaly Thumbnail
Software • Machine Learning • Hardware • Defense • Artificial Intelligence • Aerospace
Colorado Springs, CO
131 Employees
Caliola Engineering Thumbnail
Software • Machine Learning • Hardware • Defense • Data Privacy • App development • Aerospace
Colorado Springs, CO
53 Employees
Red 6 Thumbnail
Virtual Reality • Software • Hardware • Defense • Aerospace
Orlando, Florida
113 Employees

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account