Technical Support Operations Manager

Lead a World-Class Customer Support Organization

CoachComm is seeking an exceptional leader to oversee our Technical Support and Customer Care teams. This is more than a supervisory position—it's an opportunity to shape the customer experience, develop a high-performing technical team, and drive operational excellence for one of the industry's most respected professional communications manufacturers.

Our products are trusted by collegiate and professional sports organizations, broadcasters, production companies, and live event professionals around the world. We are looking for a leader who is passionate about technology, thrives on solving complex problems, and enjoys developing people into outstanding technical professionals.

As the leader of Customer Care and Technical Support, you'll be responsible for ensuring every customer interaction reflects CoachComm's commitment to excellence while continuously improving support operations, technical knowledge, and team performance.

What You'll DoLead and Develop a High-Performing Team

• Recruit, coach, mentor, and develop Customer Care and Technical Support professionals.
• Build a culture of accountability, collaboration, and continuous improvement.
• Conduct performance reviews, one-on-one coaching sessions, and career development planning.
• Establish measurable performance goals and monitor individual and team success.
• Manage staffing schedules and resource planning to ensure exceptional customer responsiveness.

Deliver an Exceptional Customer Experience

• Oversee daily technical support operations across phone, email, chat, and service requests.
• Serve as the primary escalation point for complex technical and customer issues.
• Ensure rapid, professional resolution of customer concerns while maintaining high satisfaction levels.
• Monitor support quality, response times, and customer feedback to drive continuous improvement.
• Oversee warranty claims, RMAs, advanced replacements, loaner equipment, and repair coordination.

Drive Operational Excellence

• Develop scalable support processes that improve efficiency and consistency.
• Analyze support metrics, identify trends, and implement data-driven improvements.
• Partner with Engineering, Manufacturing, Sales, Product Management, and Quality to resolve product issues and improve the customer experience.
• Maintain departmental documentation, workflows, and knowledge base resources.
• Ensure operational consistency across all support activities.

Build Technical Excellence

• Develop technical training programs for employees, dealers, and customers.
• Expand and maintain troubleshooting guides and technical documentation.
• Promote knowledge sharing and cross-training across departments.
• Ensure the team remains current on new products, technologies, and support best practices.

QualificationsRequired

• Seven or more years of experience supporting, troubleshooting, or repairing professional electronic systems.
• Three or more years leading technical support, customer service, or service operations teams.
• Proven success developing employees and building high-performing teams.
• Strong troubleshooting skills involving electronics, communications, or related technologies.
• Outstanding customer service and communication skills.
• Experience managing multiple priorities in a fast-paced environment.
• Experience using ERP systems, CRM platforms, and Microsoft Office applications.

Preferred

• Associate degree or technical certification in Electronics Technology, Information Technology, or a related field.
• Experience with RF, wireless communications, audio systems, networking, or broadcast technologies.
• Experience with Acumatica ERP.
• Lean, Six Sigma, or continuous improvement experience.
• Experience developing KPIs, dashboards, and operational reporting.

The Ideal Candidate

You're a servant leader who enjoys helping others succeed. You combine strong technical expertise with emotional intelligence, excellent communication skills, and a passion for delivering exceptional customer experiences. You thrive in a fast-paced environment, enjoy solving difficult problems, and constantly look for ways to improve processes, develop people, and elevate the customer experience.

Why CoachComm?

CoachComm designs and manufactures mission-critical communication systems trusted by professionals in sports, broadcasting, live events, and entertainment worldwide. Joining our team means working alongside talented people who value innovation, collaboration, and continuous improvement.

If you're looking for an opportunity to lead an outstanding technical support organization, influence company-wide improvements, and make a lasting impact on both customers and employees, we'd love to hear from you.

Benefits

• Competitive salary
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Professional development and training opportunities
• Employee assistance program
• Life and disability insurance
• Opportunities for career growth

Job Type: Full-time

Pay: From $65,000.00 per year

Benefits:

• Dental insurance
• Health insurance

Work Location: In person

Salary : $65,000