Technical & Customer Experience Manager Full Time NEW

Position Overview

We are looking for a proactive and customer-oriented Technical & Customer Experience Manager to lead our post-sales support and warranty operations while contributing strategically to inside sales. This role is critical in ensuring exceptional customer experiences, managing warranty claims efficiently, and supporting sales growth through technical insight and account development. The ideal candidate will bring strong technical expertise, leadership ability, and a customer-first mindset. This role owns the integrity of the post-sale customer journey and drives continuous improvement by identifying root causes of recurring failures and implementing corrective actions that reduce repeat issues, warranty costs, and customer friction.

Core Responsibilities Technical Support

· Lead, mentor, and grow the technical support team to ensure prompt and effective resolution of customer inquiries.

· Develop and maintain support resources and tools including a knowledge base, training materials, and documentation.

· Monitor and improve key performance indicators such as first call resolution rate, response time, resolution time, and customer satisfaction.

· Partner with engineering and product teams to resolve complex technical issues.

· Act as the voice of the customer internally, driving systemic improvements based on support trends, escalations, and feedback.

Warranty Management

· Ownership of the complete warranty lifecycle and decision framework, from claim intake and validation to approval, resolution, goodwill decisions, and Andon tracking.

· Ownership of day-to-day case management and escalation protocols, ensuring timely and accurate resolution of customer issues across all channels (phone, email, chat, portal)

· Ensure adherence to internal policies, procedures, service level agreements, and legal compliance.

· Maintain accurate warranty data and produce regular reports on performance, trends, and cost impact.

· Collaborate with product and supply chain teams to identify and reduce recurring issues.

Inside Sales Support

· Partner with the sales team to enhance customer retention and identify upsell or cross-sell opportunities.

· Serve as the subject matter expert on product capabilities, specifications, and performance across a range of customer applications

· Provide pre- and post-sales technical support to customers, sales teams, installers, and channel partners

· Recommend and communicate optimal product solutions based on customer requirements, site conditions, and technical constraints

· Review plans, drawings, or specifications to support product selection, compliance, and system integration

· Assist with quoting, order processing, and post-order follow-up as needed.

· Support CRM accuracy and contribute to pipeline and performance tracking.

· Ownership of customer onboarding program, customer priority tracking, and quarterly customer reviews with sales.

Qualifications

· Minimum of 5 years’ experience in technical support, warranty/service operations, or inside sales.

· Proficient with CRM, ERP, and ticketing systems (e.g., Salesforce, Zendesk, NetSuite).

· Exceptional communication, problem-solving, and organizational skills.

· Proven ability to lead teams and collaborate across departments.

Preferred Attributes

· Industry experience in manufacturing, electronics, HVAC, automotive, or similar sectors.

· Familiarity with warranty cost tracking, continuous improvement, and lean methodologies.

· Multilingual abilities are a plus.

Compensation & Benefits

· Competitive base salary

· Health, dental, and vision insurance

· 401(k) with company match

· Paid time off and holidays

· Career growth opportunities in a dynamic and innovative environment

· Flex work-days from home up to 2 days per month.